When California-based Visalia Pharmacy opened in May 2020, it entered a crowded market without the long-standing advantages that bigger chains enjoy. There was no established patient base and no referral network. Pharmacist and owner Hany Mansour had to earn trust immediately, and he did it by transforming vaccination services into a fast, reliable, and patient-centered experience.
The Speed That Keeps Patients Coming Back
At the height of the COVID-19 pandemic, Hany held his team to a strict standard. Every vaccination visit had to be completed in 25 minutes or less, including the mandatory observation period. At peak operations, Visalia Pharmacy’s per-staff hour delivery of vaccinations was nearly three-times the average community pharmacy.
Today, Visalia Pharmacy has even stronger goals. Vaccinations are completed in 15 minutes or less, and prescriptions are filled in 10 minutes or less.
Patients immediately see the difference. Many describe their visit as “in and out in five minutes,” which keeps them choosing Visalia Pharmacy over slower, crowded chain pharmacies.
Technology That Powers Smart, Targeted Outreach
Hany uses pharmacy software and the state immunization registry to automate processes that many pharmacies still handle manually. The system identifies missing vaccines, shows when a vaccine was received elsewhere, and flags overdue vaccinations for active patients. That allows him to send precise text reminders in both English and Spanish using ready-made templates.
For new vaccine releases, such as updated COVID-19 doses, he filters patients by age or eligibility and sends targeted text campaigns through his IVR system. For individual outreach, he uses the system’s overdue-vaccine report to send bilingual reminders directly to each patient. Every message reflects a real clinical need, not generic marketing.
Workflows Engineered for Accuracy and High Throughput
Hany refines his vaccination workflow to remove confusion and accelerate the patient experience. During peak COVID-19 periods, color-coded paperwork and vaccine boxes kept pediatric and adult doses separate, helping to ensure accurate dosing, every time. Kitchen timers replaced handwritten observation tracking, eliminating bottlenecks and the potential for crowds in a time where social distancing was critical.
He also streamlined documentation through digital templates that included lot numbers, expiration dates, insurance codes, and administration sites. Staff simply applied the correct template and saved, reducing typing and lowering the chance of error. Today, this process continues to keep workflows efficient and effective.
The vaccination area is arranged so both left-arm and right-arm injections flow efficiently, and staff has clear visual references for age cutoffs, safety exceptions, and vaccine timing rules. This boosts accuracy and keeps the process smooth regardless of who is working the vaccination station.
Turning First Visits into Long-Term Patients
COVID-19 vaccinations brought people to Visalia Pharmacy from across Visalia and neighboring cities, sometimes more than 30 miles away. Patients came because they heard the experience was quick, organized, and painless.
Many of those one-time visitors eventually transferred their prescriptions. A single smooth visit often became the start of an ongoing relationship.
Redefining Compensation Models
The introduction of new compensation models also can boost value by linking reimbursement to the quality of services provided. This signifies a pivotal change in how pharmacies are valued within the healthcare system. This model aims to align financial incentives with patient care quality, potentially setting a new standard across the industry.
Organic Marketing That Builds Real Visibility
Paid social media ads were historically unreliable because posts containing the word “COVID” were often blocked. Instead, Hany relied on organic outreach.
His team created QR codes that linked directly to the pharmacy’s social pages and handed out laminated cards encouraging patients to tag the pharmacy on popular social media platforms. Several local influencers with large followings tagged Visalia Pharmacy after receiving their COVID-19 vaccines. Receipt messages also encourage satisfied customers to give a shout-out online.
These organic tactics continue to produce strong and authentic community visibility.
Reaching Patients in Both English and Spanish
Visalia is a bilingual community, and Hany reflects that in every interaction. Patient lists can be filtered by language preference, and every type of outreach, from reminders to vaccine alerts, is crafted in both English and Spanish. This ensures communication feels personal, clear, and appropriate for every patient.
The Fuel for Long Term Growth
Visalia Pharmacy’s vaccination program shows what’s possible when a small independent pharmacy pairs smart technology with efficient workflows and genuine care. Hany’s focus on speed, accuracy, and bilingual communication has earned the trust of patients across Visalia and beyond. What began as a crisis response in 2020 has evolved into a reliable, patient-first model that continues to strengthen the pharmacy’s reputation and fuel long-term growth.
Visalia Pharmacy’s success wasn’t driven by chance—it was built through intentional workflows, smart use of technology, and a relentless focus on the patient experience. If your pharmacy is looking to improve vaccination efficiency, reach the right patients at the right time, and turn clinical services into long-term growth opportunities, you don’t have to reinvent the wheel. With the right tools and support, your pharmacy can create the same kind of fast, trusted, patient-first experience that keeps communities coming back.
