Frequently Asked Questions

I have a question about an account, how do I get in touch?

It is best to email your question directly to the administration.This can be done through: [email protected]

The response time here is longer than the regular questions because there is not someone working in the administration every day. We try to respond within a week.

A different brand/preference policy

Why will you get a different brand?

There are several reasons why you may get a different brand than the last time. The most common reasons are:
- Unavailability of medication,see also medication shortages.
- The preferred policy, also known as the preference policy, of your health insurer.
see below for more explanation, or check your health insurer's website.

Which health insurers have a preference policy?

Most health insurers have a preference policy.
- Zilveren Kruis
- VGZ
- CZ
- Menzis
- Zorg en Zekerheid
- ASR

What is the preference policy?

Patent expired

With a new drug, the manufacturer gets 10 years to recoup the cost. The manufacturer is the only one allowed to make and sell this new drug. This is also called a "patent. The drug is then only available under the brand name. This is also called original or spécialité.
After 10 years, the patent expires. After that, other manufacturers are also allowed to make the drug. They then make the drug under the name of the drug itself: a unbranded or generic drug. Other manufacturers can offer the unbranded drug cheaper. This is because they have to spend less money on research and development.
Because unbranded medicine is cheaper, it makes healthcare cheaper and more affordable. The government verifies that the unbranded drug works as well as the original. Only then are patients allowed to use it.

Preference policy

Most of the time, your health insurer decides which brand of medicine your pharmacy should supply to you. We call this the "preference policy. The brand of medicine preferred by your health insurer is called the 'preferred' medicine. Usually, your health insurer's preferred drug is unbranded and your pharmacy is then required to dispense this. Even if the doctor puts the brand name of the medicine on the prescription. Your pharmacist always assesses whether the unbranded medicine is suitable for you.
The health insurer only reimburses the preferred medicine. An unbranded medicine from another manufacturer your health insurer will not reimburse or not fully reimburse. Which drug is preferred may be different for each health insurer. Sometimes after a few months or a year, the health insurer chooses another preferred medicine.
Sometimes your pharmacy may determine which brand of medicine you get. For example, if your health insurer does not designate a preferred drug.

Medicine Shortages

Sometimes a medication is not available at the pharmacy. This can be short or long. And sometimes your medicine goes off the market altogether.
If your medicine is not available, your pharmacist always looks for an alternative. Ideally, the pharmacist will choose another brand of medicine with the same active ingredient. If you get a different brand of medicine, your pharmacist will explain this.
Read more about medicine shortages.
Source:apotheek.nl

Different brand drug works the same?

Same active ingredient

Other brand drug: looks different, but active ingredient is the same
An unbranded drug is usually given the name of the active ingredient. Along with the name of the manufacturer. An example: omeprazole is an antacid. The active ingredient is omeprazole. The brand of medicine is called Losec. The unbranded version from manufacturer X is called Omeprazole manufacturer X. And the unbranded version from manufacturer Y is called Omeprazole manufacturer Y.

Effective ingredient and excipients

An unbranded medicine always has the same active ingredient as the original brand drug. So an unbranded medicine works just as well as the original brand of medicine. However, it may contain other excipients. For example, it may contain wheat starch instead of corn starch. This usually does not affect the effect of the medicine. Very occasionally you may be allergic or hypersensitive to an excipient. Then it may be necessary to use another brand without this excipient. If this is so, you can discuss this with your pharmacist.

Another brand of medicine looks different

So another brand of medicine works just as well, but it may look different. Manufacturers get to decide what a drug looks like. So the color, shape, taste and packaging of one brand of medicine may be different from another brand of medicine.
Source: apotheek.nl

Why does the health insurer choose which brand of medicine I get?

If you get a different brand of medicine, you may also be cheaper as a patient. You always have a deductible with your health insurer, in 2026 it will be 385 euros. If the cost of your medication falls under your deductible, you will pay less if you use an unbranded medication.

Choosing another brand of medicine

Do you insist on continuing to use your current brand of medicine? Even though you are not allergic or hypersensitive to an excipient? You can, but you will then have to pay for the medicine yourself. Please let us know if this is what you want. The health insurance company will only reimburse a different brand of medicine if there is a very good reason for it.

Why do you have to pay extra for a first dispensing / counseling session for a new medication?

Do you receive a medication from the pharmacy for the first time? Then you will receive an explanation of your medicine at the counter or in the consultation room. Through this guidance conversation you can use your new medicine safely and consciously.
The pharmacy employee checks whether your medicine suits you and whether the dosage is correct. And whether there are any interactions with your other medicines. Then the pharmacy employee explains how you can use the medicine properly.For safe medicine use, the guidance conversation is vitally important.
Source: apotheek.nl
When you get a medicine for the first time, the pharmacy explains it in a conversation. This is also called a guidance talk or advice talk.
You will also get this advice talk if you were already using a medicine but picked it up more than 1 year ago. Officially, this conversation is called "Dispensing and counseling conversation new medicine. Under that name it appears on your health insurer's bill.

Is the conversation mandatory?

Yes, pharmacists and pharmacy employees must conduct a counseling conversation. By doing so, the pharmacy ensures that you will take the medication correctly. Without a conversation, the pharmacy may not give you the medication.

What about direct debit?

We prefer to work with direct debit. That's easy for us and for you.
You just get the invoice, with the message that it will be collected automatically. You do not have to transfer money manually.
It also saves time for us, because we do not have to look for your transfer on the bank statements but can process the direct debits all at once.
You can authorize direct debit here.

Does the pharmacy have house rules?

In order to serve you and other patients properly and safely, we ask that you consider the following house rules:
- Respect:Be respectful of staff and other patients. We do not accept aggression or inappropriate behavior.
- Privacy: Keep your distance and respect the privacy of others.
- Waiting time:Sometimes it can be busy. We ask for your understanding.
- Medication Safety:Please bring identification if necessary and report changes in your information or medication.
- Hygiene:Follow hygiene rules and preferably do not come to the pharmacy if you are ill.
- Safety:Always follow instructions from our staff.
- Complaints:Discuss any questions or complaints with us; we are happy to help.