People Before Products: How Devashish Mishra Built a Strong Retail Healthcare Team at Mr. Care Pharmacy

In retail healthcare, medicines often take centre stage. But at Mr. Care 24/7 Private Limited, the real focus has always been people—both customers and the team that serves them. This people-first approach, led by Founder and CEO Devashish Mishra, has quietly become one of the strongest pillars behind the brand’s steady growth.

While many pharmacy chains prioritise rapid store rollout and aggressive hiring, Mr. Care Pharmacy chose a slower, more thoughtful path. From the beginning, Mishra believed that retail healthcare cannot succeed without well-trained, motivated, and grounded teams. “You can build systems and stores,” he often says, “but trust is built by people.”

In the early years, hiring at Mr. Care Pharmacy was intentionally cautious. The company avoided mass recruitment and focused instead on finding individuals who were patient, willing to learn, and comfortable speaking with customers. Skills could be taught, but empathy and responsibility could not be forced. New team members were trained not only on products and processes, but also on how to communicate clearly with customers who were often anxious or confused.

This approach shaped the culture inside Mr. Care Pharmacy stores. Pharmacists were encouraged to slow down conversations, explain prescriptions in simple language, and treat every customer interaction as important. Store staff were not judged only on speed or sales, but on how well they helped customers understand their medicines. Over time, this created confidence—both within the team and among customers.

Today, Mr. Care Pharmacy operates with a workforce of over 110 people across its stores and operations. Despite managing more than 15,000 products and serving over 35,000 customers every month, the company has maintained low attrition and strong internal stability. Many team members have grown with the organisation, taking on higher responsibilities as the business expanded.

Technology has also been used carefully to support staff, not pressure them. Improved billing systems, structured inventory management, and clear operating processes reduce daily stress and allow teams to focus on service rather than firefighting. According to Mishra, strong systems only work when the people running them feel supported.

As Mr. Care Pharmacy prepares to expand into new cities, team building remains a top priority. The company plans to replicate not just store layouts and supply chains, but also its internal culture. Each new location is expected to follow the same standards of training, communication, and customer care.

In a sector where employee burnout is common, Mr. Care Pharmacy offers a different example—one where steady growth is supported by stable teams and clear values. By putting people before products, Devashish Mishra has shown that long-term success in retail healthcare depends as much on who stands behind the counter as what is kept on the shelf.