Gamble on house calls pays off for pharmacy

Leila Navidi - Marce Casal is president and CEO of Well Care Pharmacy, which has grown to six locations in the valley.

Leila Navidi - Marce Casal is president and CEO of Well Care Pharmacy, which has grown to six locations in the valley.

Leila Navidi - The Parata Max automated dispensing machine at the Well Care Pharmacy on Charleston Boulevard in Las Vegas on Monday, May 13, 2013.

Leila Navidi - The Parata Max automated dispensing machine at the Well Care Pharmacy on Charleston Boulevard in Las Vegas on Monday, May 13, 2013.

• 3910 S. Maryland Parkway., Las Vegas, NV 89119
• 542 S. Decatur Blvd., Las Vegas, NV 89107
• 80 N. Pecos Road, Suite 1, Henderson, NV 89044
• 4101 Wagon Trail Ave., Las Vegas, NV 89118
• 3430 E. Tropicana Ave., Las Vegas, NV 89121
• 4235 E. Charleston Blvd., Las Vegas, NV 89104

Hours of operation
9AM to 7PM Monday through Friday
10AM to 3PM Saturday
Hours may vary at each location




Owned by
Marce Casal and Mellonie Casal

In business since 2007

Describe your business.

Well Care Pharmacy is an independent pharmacy with multiple locations.

We operate five retail stores that provide pharmacy services to the community. We accept most insurance programs and fill prescriptions in a timely manner.

For people with no insurance prescription coverage, Well Care Pharmacy provides significant discounts that guarantee more affordable prices than large chain pharmacies.

Our sixth location is a closed-door facility that provides services to hospitals, skilled nursing and assisted living facilities, group homes and hospice organizations.

Who are your customers?

Our customers range from children to seniors of all income levels and backgrounds. Overall, our customers are any patients who have prescriptions and require pharmacy services.

What makes your business unique?

Before our company opened its first store, the No. 1 question we had to overcome was, “How does Well Care Pharmacy compete with the giant chain pharmacies?”

To tackle this challenge, we decided to focus our business model on free delivery service anywhere in Las Vegas or Henderson. Whether Well Care Pharmacy makes money on a transaction or not, we will deliver to anyone who needs the service.

Fortunately, our gamble paid off, and the free delivery service was the catalyst to our success. It was a service that needed to be fulfilled in Las Vegas.

Our company then realized that we truly were making a difference in people’s lives and having a positive impact on their health. Many people don’t realize how many people lack the ability to get to the pharmacy because they simply don’t have the resources. Patients may not have transportation or may be required to take the bus to the pharmacy. Other patients are disabled or have to rely on family members to take them. We alleviate that burden.

During the summer months when the temperature is 110 degrees, patients now have the ability to wait in the comfort of their own homes. Currently, we have a fleet of 30 drivers delivering medications throughout the valley.

What is your business philosophy?

I have been a pharmacist for more than 17 years. I worked for large chain pharmacies for many years, and I felt there was a better way to provide services to patients. The service was just so poor in the large chain environment, however, patients returned every month. I felt that if I ever had the opportunity to own my own store, it would be my mission to enhance the patient experience.

My philosophy always has been, “If you provide excellent service, the customers will come,” and I truly believe that has been one of the keys to Well Care Pharmacy’s success. There are pharmacies everywhere, and the only thing that separates one from another is customer service.

What’s the most important part of your job?

To continue looking for opportunities for Well Care Pharmacy to expand and grow. I have a responsibility to our 85 employees who believe in our mission.

However, as we grow, I need to ensure we never compromise service for revenue. I don’t want Well Care Pharmacy to become the small company with great service that became a large company with terrible service.

What is the hardest part about doing business in Las Vegas?

My competitors are all large publicly traded organizations with deep pockets and excellent branding. Also, competing pharmacies can be found on nearly every street corner.

What is the best part about doing business in Las Vegas?

Las Vegas is an excellent environment for entrepreneurs. There are many opportunities for business owners. I am from Southern California, and I wouldn’t be able to do what Well Care Pharmacy has done here had I remained in California. The market for pharmacies in California is far too saturated.

In addition, many seniors migrate to our city yearly and make Las Vegas their home. These seniors become potential customers for our company.

What obstacles has your business overcome?

Branding is one of the biggest obstacles. Well Care Pharmacy worked very hard to create a positive reputation in Las Vegas.

Our business needed to get away from the mom-and-pop perception because some patients were beginning to think we weren’t going to be around very long. We were able to overcome this by marketing aggressively and strategically.

Expanding to six locations furthered the consumer confidence that we are here to stay.

How can Nevada improve its business climate?

By increasing the ability for small businesses to receive funding. There are many businesses with excellent business models that run into issues raising capital. Improving the lending guidelines and facilitating small business loans would greatly advance the business climate.

What have you learned from the recession?

During these tough economic times, it is clear Americans are struggling. Many patients do not have disposable income and must budget appropriately to meet their monthly expenses.

Americans are resilient, and so are American small businesses. Learning to be financially efficient has allowed Well Care Pharmacy to adapt and work through a difficult environment.