In a fast-evolving healthcare landscape, United Pharmacy stands out as one of the top three retail pharmacy chains in the Kingdom of Saudi Arabia. With a footprint in over 80 cities, a thriving e-commerce platform, and a commitment to innovative health services, we sat down with United Pharmacy CEO Khalid Yassin to uncover the driving force behind the company’s exceptional growth and customer-first philosophy.
United Pharmacy is recognised as one of the top three market leaders. What’s your vision for the future?
Our vision is clear: to be the most trusted and accessible healthcare partner for every home in the Kingdom. We’re not just a retail pharmacy; we’re a health-tech pioneer reshaping the way people access medications, health advice, and wellness products. We aim to integrate physical care with digital convenience to deliver a seamless, human-centred healthcare experience.
You have a presence in more than 80 cities. How important is this network to your mission?
It’s core to our mission. Our vast network of branches ensures that, whether you’re in Riyadh, Jeddah, Mecca, Abha, or a remote town, you can rely on us for quick access to trusted health services. We’ve built localised networks, strengthened by centralised digital systems, to provide consistent service nationwide.
Tell us about your online health services. How are you using technology to support customers?
We’ve launched free physician consultations, Wasfaty integration, 24/7 prescription delivery, and chronic disease support programmes, all through our app and online store. Our digital touchpoints are built for both speed and trust—customers can consult, order, and receive their medications without stepping outside. We see digital health as a right, not a luxury.
United Pharmacy’s e-commerce success is impressive. What’s the secret behind it?
We treat our e-commerce arm as a full retail experience, not just a sales channel. From real-time inventory tracking and express delivery to exclusive online offers and user-friendly interfaces, we designed the platform to feel like a “pharmacy in your pocket.” In 2024 alone, we achieved record-breaking monthly orders and doubled our returning customer rate.
Customer care is a big differentiator for you. What makes United Pharmacy unique?
It’s simple: we genuinely care. Our customer care team received GBO’s “Best Customer Service Provider—Saudi Arabia—2024” award in the pharmaceutical sector. Behind that award is a team trained in empathy, speed, and accuracy. We also empower our pharmacists with tech tools to serve customers smarter and faster, both online and in-store.
How do you see United Pharmacy’s role in the wider healthcare transformation of Saudi Arabia?
We’re aligned with Vision 2030; our efforts support digital health innovation, improved access to care, and stronger public-private partnerships. As a pharmacy, our role goes beyond dispensing medication; we are partners in prevention, education, and wellness. The future is integrated, and we’re proud to be at the front line of that transformation.
United Pharmacy recently underwent a brand identity transformation. Why now?
Rebranding wasn’t just a cosmetic change—it was a strategic evolution. As our services expanded beyond traditional pharmacy into digital healthcare, wellness, and tech-powered care delivery, our brand needed to reflect that shift. The new identity captures our core message: “Rest assured, we’ve got you.” It speaks to reassurance, modern care, and a deeply human connection.
What does this rebranding mean for customers and partners?
The rebranding means a more unified and elevated experience: visually, emotionally, and practically. From our new logo and store visuals to the tone of our customer communications, we’re focused on clarity, trust, and warmth. It also means more personalised services, smarter systems, and faster solutions. For partners, it signals our readiness to lead as an innovative, scalable, tech-savvy healthcare brand.
What inspired the new look and feel of United Pharmacy’s identity?
We were inspired by modern Saudi values: progress, trust, family, and well-being. Our colour palette (Green, Blue, and Orange) was chosen to represent health, trust, and hope. We collaborated with top creatives to make sure our brand is not only functional but emotionally resonant, whether you’re walking into a branch or opening our app.
How does this branding tie into your long-term goals?
It’s a signal of our future direction. As we expand services like teleconsultation, personalised health programmes, and AI-driven customer care, our brand will serve as the anchor that connects all of these touchpoints. It’s more than a logo; it’s the beginning of a unified health experience that stays with the customer, everywhere.
United Pharmacy’s journey is not just about scaling numbers—it’s about scaling impact. Whether through a local branch in a small town or a teleconsultation via its mobile app, the company is setting new standards for what it means to be a pharmacy in the 21st century.