Frequently Asked Questions

Our Customer Service is available during the following hours:
Monday to Saturday: 7:30 AM – 10:00 PM
Sunday: 7:30 AM – 2:00 PM

Please note that special opening hours apply on public holidays.

Outside of these hours, we are only available for emergencies.

Customer Service can be reached through various options. See all options on the contact page.

To avoid unnecessary waiting time on the phone, you can email us instead of calling. Our email address is: info.medido@evondos.com. We aim to respond as quickly as possible.

You can email us for the following:

1. Adjustments to the dispensing schedule, up to 1 hour earlier or later than the original time (as long as no time slots are combined);
2. Temporarily pausing the Medido service due to the client’s absence;
3. Checking the status of request or Medido order;
4. Changes to the pre-dispensing time settings;
5. Adjustments to the volume of the Medido medication dispenser;
6. Updates to team contact details;
7. Requesting a mutation form to update pharmacy details;
8. Requesting the mutation form if the client is switching care organizations.

Always include the client’s full name and date of birth, as well as the name of your organization in your request. Prefer to call? Voicemails are always handled with priority. Call the main number and press (*). Please clearly state the client’s full name, date of birth, and the organization you're calling from in your message.

Do you have a complaint? Please fill out the complaint form and we will contact you as soon as possible.

Please press * to leave a voicemail. Voicemails are given priority during our opening hours.

Press 1 to activate a Medido medication dispenser.
Press 2 for questions about medication schedules, dispensing, dispensing times or orders.
Press 3 to report a change in client details or a malfunction of a a medication dispenser.
Press 4 to deactivate a Medido and all other questions.

Click here for more information on how to apply for the Medido.

Click here for all Medido medication dispenser instructions and manuals.

Installation is not necessary because the Medido is sent pre-programmed. Caregivers only need to activate the medication dispenser with a reminder signal.

The client and/or informal caregiver is allowed to replace the medication roll during the 1-, 2-, or 3-weekly replacement cycle. The healthcare professional remains responsible for activating, temporarily deactivating, and discontinuing the use of the Medido. Click here for more information on the role of the client and informal caregiver.

Note: Before this task can be delegated, the care organization must first contact our Customer Service to confirm that the client or caregiver is authorized and competent to perform this action.

If your client is moving or changing care teams, pharmacies, or care organizations/settings, it’s important to inform us of this change preferably one week in advance. You can do this by completing the mutation form. On the form, please provide both the client’s and requester’s details, along with the relevant information about the type of change. Any sections that are not applicable can be left blank. Once completed, save the form and send it to info.medido@evondos.com.

Please note: Incomplete forms will not be processed. This form can't be used to deregister a client. For that, please visit: https://portal.medido.com/afmelden.

Mutationform

Visit this page for possible reports and solutions.

Instructionvideos and manuals

Possible causes:

• Medication roll loaded incorrectly.
• Client pulls on medication sachet during dispensing.
• Print on medication sachet is unreadable for Medido.
• Medication roll is damaged.
• Medication dispenser settings are incorrect.

Solutions:

• Reload medicine roll. If this does not resolve the issue, please contact Medido Customer Service.
• Never pull on medication sachet during dispensing.

Causes:

• Empty medication bags on the medication roll. Pre- and post-roll pouches not removed when placing a new medication roll.
• New medication roll loaded too late.
• Client manually removed medication bags.
• Roll change was performed incorrectly: for example, when the last medication pouch of a medication roll was manually removed and not dispensed through the medication dispenser.

Solutions:

• Remove the medication roll from the Medido. Remove the medication pouches whose intake time has already passed and then reload the medication roll. Check that the time on the first medication pouch of the medication roll matches the dispensing time shown on the display.

If this does not help, contact Customer Service.

Note: Medication pouches must always be taken out through the medication dispenser! There are two options in the event of a roll change:

1. Remove remaining medication bag(s) from the Medido by advance dispensing and then insert the new medication roll.
2. Stick remaining medication pouches to the new medication roll and reload.

Cause:

• Medicine roll not loaded or loaded incorrectly.
• Medication pouch is jammed, such as because the medication roll is rolled too tightly and the last medication pouch is crumpled.
• Medicine roll is damaged.

Solution:

• Reload medicine roll.
• Contact Customer Service.

A separate signal can be put into the Medido medication dispenser for medication outside the medication dispenser. Think for example of a course of antibiotics or insulin. Please send an e-mail to Customer Service to activate this option via info.medido@evondos.com. Include the full name and date of birth of the client, the name of the organization, the report to be processed, the desired time of the report, and the duration of the report (for example, 1 week). Importantly, the time should not fall at the same time as the medication dispensing itself. Once this request is processed, the client will receive a signal on the screen in the future and the client can press the button.

Yes, the Medido can be set up in different languages. The available languages vary by model:

• Medido 2 (2.0, 2F and 2.5): Dutch, English, German, French, Danish, Norwegian, Swedish
• Medido Medicine Clock: Dutch, English, Danish, Norwegian, Swedish

Check which model you have to see the correct language options.

In some situations it is possible to take the Medido medication dispenser with you on vacation within the Netherlands. Always consult our customer service. Before taking the dispenser with you, it is important that the dispenser is turned off and the adapter is disconnected and taken with you. Keep in mind that any medication moments during the travel cannot be dispensed. Consult with Medido customer service on the best solution for this. Depending on the length of the stay, it is important that sufficient medication is arranged through the pharmacy .

Is the client not going on vacation within the Netherlands or is the medication dispenser not allowed to be taken with them? Then there are alternative options to still support the client in terms of medication:

1. Advance dispensing:call Medido customer service to have the moments up to 1 week ahead already dispensed. The medication then goes loose with the client on vacation.
2. Giving medication from the roll in advance:Caregivers can take the appropriate moments off the medication roll and then contact our customer service by phone or email to let us know which moments can be taken off the schedule. In doing so, it is then necessary that we know which medication moment is next on the medication roll.

In case of absence longer than 1 week: The caregiver can inform our customer service by email or telephone that the Medido can be set to "inactive". This can be notified as early as 14 days in advance. When the client is back, the care should call our customer service to reactivate the Medido.

When the client is visiting someone or going to day care, it is possible to support them during the day in taking their medication. It is up to the caregiver to determine which option best suits the client.

1. Advance dispensing:The client can use advance dispensing to have the upcoming medication time (up to 24*hours in advance) dispensed. Press and hold the (OK) button until you hear a beep (approximately -/+ 5 seconds. Repeat for each medication time.
2. Give medication from the roll in advance:Care can take the appropriate moments off the medication roll and then contact us by phone or email to communicate which moments can be taken off the schedule. In doing so, it is then necessary for us to know which medication moment is next on the medication roll.

*Note: 1) The default advance dispensing option is set to 24 hours unless otherwise indicated during activation. 2) It is possible to change this setting to 0 hours or any other desired number of hours between 0 and 24 hours in. Care can request this by sending an email to info.medido@evondos.com, or by calling our customer service. 3) When the moments have been dispensed through the advance dispensing function, no medication signal will go off for the moments when the dispensing(s) were scheduled.

It is possible to take the medication out early when the client is visiting someone or going to day care, for example. The three steps below should be followed to take out the medication early.

1. Press and hold the (OK) button until you hear a beep (+/- 5 seconds);
2. The next medication prompt is issued;
3. If the client wishes to take out multiple medication moments, step 1 must be repeated.

Note: 1) The default advance dispensing option is set to 24 hours unless otherwise indicated during activation. 2) It is possible to change this setting to 0 hours or any other desired number of hours between 0 and 24 hours. Care can request this by calling our customer service or sending an email to info.medido@evondos.com. 3) When the moments have been dispensed through the advance dispensing function, no medication signal will go off for the moments when the dispensing(s) were scheduled.

A maximum of 75 bags can be loaded into Medido. If the roll is larger than 75 bags, the roll must be split.

The summer and winter time is adjusted on the Medido Medicine Clock completely automatically. Nothing else needs to be done by the care worker or client. By automatically adjusting summer and winter time, we ensure that clients receive their medication at the right time, even after the clock has changed.

Currently, only Medido employees can log in via Single Sign On. It remains possible to log into the Medido Portal with your current username and password. Currently we are working hard to also allow external parties to log in via Single Sign On. At this moment it is not yet known if and when this will be possible. As soon as there is more clarity on this, your healthcare organization will be informed.

Would you like to request an account? Please send an email to our Customer Service atinfo.medido@evondos.comand includethe following information:

• First and last name of the person for whom you are requesting the account
• The type of account desired (employee account or account with management rights)
• The email address of the person for whom the account is for
• If it is an employee account, please indicate which team(s) this account should be linked to.

Note:If you want to link the employee account to another team, please contact our customer service team to make the change.

Yes, the Medido service has been reimbursed by all health insurance companies since 2012. If the client qualifies for the indication 'medication administration', Medido can be applied for. For more information on rates and reimbursements, please contact us using this form.

Use our calculator to calculate how much time and cost you can save with Medido.