Our vision of healthcare: pharmacy

Pharmaceutical care is provided by the pharmacy or the dispensing general practitioner (GP). There are also Internet pharmacies. They deliver medication just like a regular pharmacy, but via the Internet. In both cases, we refer to them as ‘pharmacist’. In some cases, pharmaceutical care is also provided by specialist companies that, for example, administer injections to people at home.

Pharmaceutical care goes beyond the delivery of medicines. The pharmacist guides, as it were, the care for the correct intake of medicines. You can always contact the pharmacist with questions or for advice about your medicines. We think it is important that the pharmacist informs you well about the effect of a medicine and how it should be taken. We would also like the pharmacist to speak to you regularly about the use of your medicines. Especially for people with chronic disorders, it is important that your pharmacist and your GP jointly assess whether you are still receiving the right medication for your disorder. For that reason, the pharmacist may invite you for a medication assessment. The purpose of this is to provide you with the best possible treatment and to prevent unnecessary drug-related hospital admissions. The pharmacist also monitors your medication history. To perform his duties properly, it is very important that he is aware of your health situation and use of medication. We therefore advise you to use one pharmacy as much as possible for the delivery of medicines and to notify that pharmacy if you have received medication from another pharmacy.

Are you a care provider?

HollandZorg is part of Eno Zorgverzekeraar. You will find our purchase policy and the principles of this policy on the website of Eno.

1. Vision on healthcare

1.1 Why do we conclude agreements?

We do not have a preference policy. We do, however, make agreements with pharmacists to guarantee high-quality and affordable care. The following applies: cheap where possible, expensive where necessary.

We conclude contracts with care providers in order to guarantee they comply with the basic quality requirements. It is therefore possible that a pharmacist does not have or does not want a contract with us. In that case, maximum reimbursements apply to medicines and the services provided by the pharmacy.

In addition, we try to keep paperwork to a minimum. This means that the pharmacist claims costs directly from us as much as possible. This is not always possible with reimbursements under the supplementary insurance. 

1.2 How do we organise our purchasing?

In contrast to previous years, Eno contracts pharmacies preferably through national representatives (such as chains and collectives) with effect from 2021. This reduces the administrative burden for individual pharmacies. In doing so, Eno strives for a more efficient way of reaching agreements with a competitive price level from the point of view of affordability. Eno also wants less fragmentation of projects, so that healthcare can be organised more effectively. Eno takes the regional dynamics and the relationship to the delivery of (integrated) care and cooperation with other care providers into account as much as possible.


All health insurers jointly purchase emergency pharmaceutical care.


1.3 Points for attention when purchasing

An affordable supply of medicines

We will continue the applied preference policy. In the preference policy, we agree with pharmacies which medicine they should give you. This enables us to limit the rise in costs of medicine and keep your healthcare premium affordable. 

Quality of care

Eno purchases the pharmaceutical care services from care providers that are part of the entitlement under the Health Insurance Act (Zvw). The care provider complies with all laws and regulations and the resulting policy rules with regard to the provision and claiming of care. Moreover, for all services, the guidelines applicable to the occupational group must at least be complied with and action must be taken in accordance with the applicable laws and regulations. Eno adheres to widely accepted criteria in the field and uses nationally available data as much as possible.

2. What freedom of choice does the insured have?

As an insured party, you are free to choose a pharmacy. In principle, you can choose where to get your medicines. We would like to advise you to always use the same pharmacy. When you go to another pharmacy on a particular occasion, they will send a message to your regular pharmacy. This message will tell your regular pharmacy which medication you were given. This way, your medication history remains complete.


For more information, see ‘where can you go’ on the page reimbursement for pharmaceutical care.

3. Special/innovative arrangements

In addition to the existing services of pharmacies, we can make agreements about additional services. For example, we have made agreements about obtaining a certificate (quality mark), the effective delivery of medication and the best possible cooperation with the GPs who send the most prescriptions to the pharmacy. 

4. More information

We will be happy to provide you with more information about our care providers. If you have any questions or issues, please contact our healthcare service team, so we can discuss your situation with you and give you the best advice.

Looking for another pharmacy nearby? You can find it using the care finder.

4.1 Have a complaint about a pharmacy?

If you have a complaint about your pharmacy, first discuss this with the managing pharmacist. If you cannot reach an agreement together, you can choose to go to another pharmacy in your area in the future. It is also possible to submit a complaint. Your pharmacist can tell you all about your options. You can also submit your complaint to:

Complaints and dispute settlement scheme of the Royal Dutch Society for the Advancement of Pharmacy

Every community pharmacy has a legal obligation to join a complaints and dispute settlement scheme for its patients.


Contact details for mediation: +31 (0)6 22921649