Frequently asked questions

This app is provided to you on behalf of your pharmacy. To use the app, you must create an account and link it with your pharmacy. Your pharmacy must verify your identity before your app account can be linked to your pharmacy profile.

You can create an account and link it to your pharmacy as follows:

1. Ask your pharmacy to put your email address in your patient profile and validate it
2. Ask your pharmacy to turn on 'Consent to use app'
3. Choose 'Create account' in the app, and use the email address known to your pharmacy
4. Choose your pharmacy
5. Enter your BSN  

The app uses your email address and your BSN to verify on behalf of your pharmacy that you are a patient there and may use the app. If everything checks out, you will access the app containing your medication information from your linked pharmacy.

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This app is provided to you on behalf of your pharmacy. The functionalities in the app depend on the data in your patient profile at your pharmacy. Your app account thereon must always be linked to a pharmacy that supports this app.

You can search and choose a pharmacy with our Pharmacy Finder. The pharmacy finder opens automatically if you create an account and need to link a pharmacy. All pharmacies using the FarmaSys system are shown on the map of the Netherlands.  

You can search in different ways:

• By city or postal code in the search field
• By searching the map (you can zoom in and out and move around in all directions)

• If you allow it, the map automatically zooms in on your current position, so you can easily find the nearest pharmacy.  

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You choose a pharmacy by clicking on the icon on the map. Then you will see the pharmacy information. You choose a pharmacy by clicking the 'Choose this pharmacy' button at the bottom of this screen.

Not all pharmacies visible on the map support this app. In that case, instead of a button you will see a message at the bottom of this screen that this pharmacy does not yet support the app.

Have you already chosen a pharmacy? Then your pharmacy is clearly visible on the map, with a white icon. Pharmacy information is also visible, such as:  

• opening hours
• address details  
• contact details
• directions (use a navigation app on your device)  

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The error message describes what you can do. Below are the most common errors:

• You have created an account with a different email address than the email address known to your pharmacy. Check with your pharmacy which email address to use, or change the email address with your pharmacy.
• In the pharmacy system, the "Permission to use app" checkbox is not yet on. Ask your pharmacy to turn this on for you.
• You accidentally selected a pharmacy where you are not enrolled. In that case, no patient profile of yours exists at the pharmacy you chose, and we cannot link your app account to anything. Please choose a pharmacy where you are enrolled, or contact the chosen pharmacy to arrange your enrollment.
• You have made a typing error in your BSN. Please restart the pairing with a pharmacy and check your BSN again. Please note that your BSN must always consist of 9 digits. Do you have a BSN with 8 digits? Then put an extra 0 (zero) in front of your BSN.  

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If you have forgotten your password, you can choose "Forgotten your password?" on the login page. This will take you to a page where you can enter your e-mail address to request a new password.

If you have forgotten your e-mail, you can do two things:

• Use the "Forgotten your password?" option. If the e-mail address is known to us, an e-mail will be sent to the e-mail address provided to change your password. If you use several e-mail addresses, you can have a 'change password' e-mail sent to all of them. This e-mail will arrive in the inbox of the e-mail address that you have used for this app.
• Ask your pharmacy which e-mail address they have for you. That is the e-mail address you had to create an account with in order to link your app account with your pharmacy.

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In your Medication Overview, you will see all the medications as prescribed and supplied to you since March 2019 by the pharmacy you are linked to and by other pharmacies using the FarmaSys system. It is a direct view of part of your personal medical record from your pharmacy. Changes are transmitted every five minutes, so your medication summary is always up to date.

Your medication overview is based on what your pharmacy has supplied to you, your 'prescriptions'. A dispensation does not contain any information about when you should start or stop taking your medication according to your doctor's prescription. Therefore, your medication will remain as current until you stop it yourself.  

Please note that your pharmacy does not yet see it when you stop medication via the app. Are you stopping earlier than agreed with your doctor or pharmacist? Always inform your pharmacy.

You can stop medication in two ways:

• From your medication overview, swipe the medication to the left. The 'Pause' and 'Stop' options will then become visible.
• From the Medication details, that is the screen you see when you click on a medication from the Medication overview. At the very bottom of the Medication details you will find the options 'Pause' and 'Stop'.

If you stop medication, they are moved to the 'History' tab.

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If you change something in your personally added medication, or if you receive a new delivery of the same medication from your pharmacy, your medication will be updated with the changes. The old version of your medication then appears in History, and in your Current Overview you see the new version. So in your Medication History you see all the old versions of your medication.

If you go to Package Leaflet in the Medication Details and click Download, the package leaflet is saved on your phone. You can find it in the app on your phone where your files are. The leaflets are saved in a folder with the name of the app: Pharmacy forYou.

Yes, you can make medication repeat requests via the app if two conditions are met:

1. The medication is repeatable via the app.*
2. The pharmacy where you received this medication supports repeat requests via this app.

* In the medication details, you will see if medication is repeatable through the app. Some medications may be repeatable, but you must always repeat them yourself at the pharmacy or through your doctor and cannot be done through the app.

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If your medication is repeatable via the app, you can make a repeat request in two ways:

1. Go to Medication details, and select Repeat.
2. Go to Repeat in your medication overview. Select one or more medications to repeat and confirm your choice.

After you confirm that you wish to repeat the medication, a request will be sent to your pharmacy. You will see this in your Order Overview as Requested medication. Your pharmacy checks your request. If everything is in order, your pharmacy will prepare your order. You will then see in your order summary that your request has been given the status 'Ready for pick-up'. Your pharmacy will notify you separately of when and how you can collect your medication.

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In your Order Overview you can see which orders your pharmacy is processing. These may be repeat requests that you have made via this app. These have the status 'requested'. You can also see other orders that your pharmacy is working on for you, as soon as the pharmacy has entered them into the system. They have the status 'Ready for pick-up'. Your pharmacy will notify you separately of when and how you can collect your medication.

For daily medications from your pharmacy and for all self-added medications, you can set the times of your doses (the time to take the medication). You will see all of these set times on the Reminders page.  

You can indicate for each dose under Reminders what you did: 'take' or 'skip'.

Please note that currently this data is only stored locally on your device. If you log out of this device, or log in to another device, you will no longer see which doses you took or skipped.

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Your personal profile shows your name, BSN, gender and date of birth. You will also see your contact information as known by your pharmacy, such as your home address and e-mail address.

In addition to your personal information, you will also see which pharmacy you are linked to and any other pharmacies affiliated with the app where you are a patient. From here you can also go to the pharmacy finder.

From your profile, you can also go to Settings. Here you can change your PIN and password and turn Face ID or Touch ID on or off. You can also see general and legal information such as FAQs, Terms of Use and the Privacy Statement. You can also log out or delete your account.

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Go to Profile and from there to Settings. Under the heading 'Account & Security' you can change your PIN code. You can do this directly in the app by first entering your current code and then twice the new PIN.

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Go to Profile and from there to Settings. Under the heading 'Account & Security' you can change your password. You will receive an e-mail with a link. Click on the link and you can change your password on a website.  

In your Profile - Settings, you can log out via the three dots at the top right. Your medication data will remain with your account, but will no longer be in your app. Certain data stored only on your device, such as your PIN and settings, will be deleted.

You can log on again with your e-mail and password. You will also need to create a new pin code.  

Yes, you can delete your account via your Profile - Settings using the three dots at the top right. This will delete your account (username and password). You can then no longer access your data via the app.  

Do you want to use the app again? Then you can create an account again and link it to your pharmacy.  

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At the moment, it is not yet possible to update your data at the pharmacy from the app. Do you want to change anything, such as your contact details or your medication? Please contact your pharmacy. Changes made by your pharmacy to your profile and medication details are visible in the app. Changes are sent to the app every five minutes.  

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Your data is stored encrypted on your device so that you can use the app even when you are not connected to the internet. Very convenient. The data we store include:

• Personal data; 
• Medical records; 
• User settings; 
• Your pharmacies;  
• Your person_id in the pharmacy; 
• Pin code;
• Medication reminders and notifications.

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SmartMed Pharmacy B.V. is ISO27001 and NEN7510 certified and makes products that meet these information security guidelines for healthcare and the guidelines of the AVG (General Data Protection Regulation). 

ISO 27001 is the internationally recognised standard in the field of information security.

The NEN 7510 is a national (i.e. Dutch) standard, specifically aimed at organizations that deal with personal health information (i.e. healthcare institutions and their service providers). The management measures described in NEN 7510 (and in some cases mandatory) are written as a supplement to ISO 27001.

HTTPS: All our communication is via HTTPS connections (HyperText Transfer Protocol Secur). This is a protocol for secure processing of requests between a client (browser) and server (web server). By using HTTPS, data that is sent is encrypted, making this data secure.

We therefore operate under certified strict security measures to protect your data. We use technical, contractual, administrative and physical measures to protect against unauthorised access. These include secure servers, SSL and encryption. The personal information you provide to us through the application is subject to our Privacy Statement. We respect your privacy and a full version of our current privacy statement can be found through the menu in this app. We are always working to improve our security and may make changes to our privacy statement. We will always inform you about this through the app.  

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