As the world celebrates pharmacists today, Zeno Health reveals the quiet truth about who India really trusts when it comes to their health. Based on a survey of over 500 pharmacists across Mumbai, Pune, and Nashik, the report shows that, beyond doctors, pharmacists stand at the intersection of trust, clarity, and affordability.
This year’s global theme by the International Pharmaceutical Federation (FIP) “Think Health, Think Pharmacist”, couldn’t be more timely. In a country where chronic conditions are rising and out-of-pocket expenses remain high, pharmacists are becoming more than medicine dispensers. They’re becoming health educators, cost savers, and emotional anchors.
Key insights from the survey at a glance:
Providing Guidance, Not Just Dispensing – The most common questions pharmacists receive aren’t about brand names, they’re about how and when to take medicines.
- 27% of queries are about dosage and timing.
- Often paired with questions about side effects and interactions with existing conditions.
- Seniors and caregivers are most likely to ask these questions, with 60.2% returning with follow-up doubts.
Affordability Still a Barrier to Adherence – Despite increasing awareness, medicine cost remains the #1 reason for discontinuation of treatment.
- 39% of pharmacists say patients drop off due to cost concerns.
- Nashik patients are the most open to affordable substitutes, with 75% accepting them without hesitation.
Pharmacists Are Seen as Health Experts – While over half of customers now trust their pharmacist beyond the transaction, the perception varies sharply by city.
- From dosage clarity to affordable alternatives, 57% of customers say they view their pharmacist as a healthcare professional they can trust. This growing recognition underscores the vital role pharmacists play as the first point of care in India’s healthcare journey.
Savings Bring Customers In, Service Brings Them Back – Savings may draw people to a pharmacy, but it’s not the only reason that makes them come back.
- 78.9% of pharmacists say good service is the biggest reason customers return.
- This outweighs discounts or delivery speed, proving that the human touch matters most when it comes to serving patients.
“Every pharmacist is a quiet warrior, guiding people through their most vulnerable moments,” said Siddharth Gadia, Co-founder & CEO, Zeno Health. “They answer hard questions, offer solutions, and make healthcare more human. On World Pharmacist Day, we want to shine a light on their impact; because when patients feel heard, they’re far more likely to follow through on their treatment.”
With chronic illnesses rising, and out-of-pocket spending still forming 38.1% of total health expenditure in Maharashtra (National Health Accounts 2021–22), pharmacists have become the first and often the only point of clarity for millions of patients.