WORDS LIM EN NI
 FEATURED EXPERTLIM EN NI Chief Pharmacist and Engagement Director Alpro Pharmacy |
If you had asked me 10 years ago what it means to be a pharmacist, I would have given a typical answer: “Dispensing medicine, ensuring patient safety, giving health advice.”
Back then, I thought knowledge was everything!
However, that changed the day I stepped into the homes of my patients.
IT’S NOT JUST MEDICINE; IT’S PEOPLE’S LIVES
During my time as a home medication review (HMR) pharmacist in Australia, I visited elderly patients, sitting at their dining tables and listening to their struggles with managing medications. These patients weren’t just dealing with pills; they were grappling with confusion, doubt, and the constant fear of “getting it wrong”.
They made me realize something profound: while AI and technology can simplify processes, human engagement is an essential part of primary healthcare.
Patients aren’t just seeking information. They’re looking for someone to guide them through the chaos and provide reassurance.
COMING HOME TO MALAYSIA TO BREAK DOWN BARRIERS
When I returned to Malaysia in late 2014, I was brimming with ideas. I had witnessed how HMR pharmacists in Australia delivered personalized care in patients’ homes and wanted to bring that level of healthcare back home.
However, I quickly discovered that community pharmacy in Malaysia was seen as “retail”, a business focused on products and profits. I often heard comments like: “It’s hard to bring the profession into retail.”
With the guidance and belief of pharmacist Low Swee Siong, the CEO of Alpro Group, I realized I didn’t need to change the system.
I could build a new one.
Together, we challenged the “retail pharmacy” stereotype, focusing on creating impact rather than chasing profits.
MEDICPAK: A SIMPLICITY THAT CHANGES LIVES
Sometimes, the simplest innovations have the most profound impact.
This lesson became clear when we launched Medicpak in 2015, an individual medication packing system that earned us the Star SOBA Innovation Award in 2016.
For caregivers and patients managing multiple medications, Medicpak transformed confusion into clarity. The system organized one’s medication into daily doses, thus eliminating guesswork and stress and turning pharmacies from pill-sellers into problem-solvers.
BECOMING THE VOICE OF COMMUNITY PHARMACY
In 2016, I realized that for community pharmacy to be taken seriously, I needed to become its voice.
With the encouragement of my husband Harry, a social media influencer, I began writing columns, sharing insights, and speaking out on social media.
Being in the spotlight wasn’t easy, but I learned that it’s not about being someone you’re not. It’s about bringing value to others.
A LESSON FROM THE PANDEMIC: THE POWER OF ACCESSIBILITY
When COVID-19 hit us, community pharmacies became the most accessible healthcare points.
At Alpro Pharmacy, we launched the Minute Consult programme. Through this programme, we were able to offer quick, affordable consultations for various minor ailments.
We also partnered with general practitioners for vaccination drives, to connect patients to essential healthcare services.
With the support of fellow pharmacist Tai Soo Fern, we expanded compounding pharmacy services, offering customized treatments such as compounded melatonin for insomnia and wound care. These solutions addressed needs that conventional medications couldn’t.
REACHING OUT TO THE PUBLIC, FROM YOUNG TO OLD
Children are agents of change. They inspired me to launch the Medication Safety Competition for primary school students in 2016.
Beyond the competition, this initiative taught life lessons and empowered families.
For seniors, we introduced Focal Point Activity through Alpro Silvercare, which created spaces for exercise, learning, and companionship.
MOVING FORWARD: A VISION OF PURPOSE-DRIVEN HEALTHCARE
From Medicpak to Minute Consult, and from Malaysia to Indonesia and Japan, I’ve witnessed how innovation, scalability, and community engagement can transform healthcare. My journey as a community pharmacist began with a simple intention, and it continues with the unwavering support of those around me.
One thing I have learned throughout my journey so far is that healthcare isn’t one-size-fits-all. That’s why I’m passionate about advancing pharmacogenomics and nutrigenomics, technologies that personalize medication and nutrition based on genetic profiles.
My dream is to make these innovations affordable and accessible in every Alpro Pharmacy.
Together, we’re not just dispensing medicine—we’re delivering hope.
| This article is part of our series on inspiring real-life stories of healthcare industry professionals as well as everyday people. |
