These Community Standards describe how we expect everyone who uses Zentrum Care to behave — patients, the parents and guardians who book on their behalf, and the providers who participate in our marketplace. They work alongside our Terms of Use, Acceptable Use Policy, and Privacy Policy. Where these Standards use a term defined in the Terms of Use, that definition applies here.
Zentrum Care connects families in South Florida with independent pediatric therapy providers, including speech-language pathologists (SLPs) and occupational therapists (OTs). Because much of the care booked through Zentrum Care is for children, many of our users are parents or legal guardians acting on a minor's behalf. Throughout these Standards, "you" refers both to the patient and to any parent or guardian who manages the patient's account.
Violating these Standards may be grounds for suspension or termination from Zentrum Care, consistent with our Terms of Use.
For Patients and Guardians
Booking an appointment through Zentrum Care is free. We may offer optional premium features for an additional fee, but you never have to pay Zentrum Care — or a provider — simply to find and book an appointment. A provider may not charge you a fee that exists only because you booked through Zentrum Care. Zentrum Care will never ask you for credit card or payment information by phone or email.
We expect every user to treat our service, our participating providers and their staff, and other families seeking care with respect. Consistent with our Terms of Use, violating these guidelines may be grounds for suspension or termination.
Safety
- Always treat others with respect and follow all applicable laws.
- Never bully, harass, use profanity toward, threaten, intimidate, or harm providers, their office staff, or Zentrum Care representatives.
- Never use inappropriate, disparaging, derogatory, discriminatory, or bigoted language toward providers, their staff, or Zentrum Care representatives.
Accuracy
- Provide accurate, complete, and current information when you register and when you complete pre-appointment paperwork — including the patient's Medicaid or in-network insurance details. Accurate coverage information is essential to confirming eligibility and, where required, obtaining prior authorization for your child's care.
- Only book appointments you intend to keep. A booked slot is time the provider cannot offer to another family.
- Submit honest, firsthand reviews that follow our review guidelines.
Your Responsibilities
- Make every effort to keep the appointments you confirm. Pediatric therapy often depends on consistent, recurring sessions, and a missed session can set back a child's care as well as displace another family seeking that slot.
- If your ability to attend changes, notify the provider as early as you can. Zentrum Care's messaging tools make this straightforward, and early notice lets the provider offer the slot to another child in need of care.
- If you repeatedly no-show, cancel, or reschedule, we may limit or terminate your access to Zentrum Care.
- Arrive on time. If you're running late, contact the provider's office and understand they may need to reschedule.
For Providers
Zentrum Care exists to help families find and book care easily, and that depends on a trustworthy partnership with the providers who participate in our marketplace. These Standards form a provider code of conduct. Consistent with the Provider Agreement and Terms of Use, violating them may be grounds for suspension or termination.
Safety
- Always treat others with respect and follow all applicable laws.
- Never bully, harass, use profanity toward, threaten, intimidate, or harm Zentrum Care users or representatives.
- Never use inappropriate, disparaging, derogatory, discriminatory, or bigoted language toward Zentrum Care users or representatives.
- Never take unlawful or retaliatory action against a patient or guardian for posting a review — critical, negative, or otherwise — or for any other reason.
Professional Obligations
- Follow all professional and ethical rules that apply to your discipline and license, including the ASHA Code of Ethics (for SLPs), the AOTA Code of Ethics (for OTs), and the rules of the applicable Florida licensing board.
- Safeguard patient information. Comply with HIPAA and, because you treat minors, with COPPA and any other law governing the use, maintenance, storage, or disclosure of a child's health and personal information.
- Maintain a valid, current, and unrestricted license in every jurisdiction where you practice and as necessary for Zentrum Care to display your specialties.
- Put the patient's best interest first, and keep your financial interests separate from the care you recommend or provide.
Accuracy
- Notify Zentrum Care immediately if the status of your license or your ability to practice changes.
- When a family books a specific provider, ensure the patient is seen by the provider they selected.
- Keep your availability, service locations, and visit types accurate and current. Families expect the times and locations shown at booking to be honored.
- Make every effort to honor confirmed appointments and to avoid canceling or rescheduling.
- Keep accurate appointment records: confirm appointments promptly, and mark cancellations, reschedules, and no-shows honestly and accurately.
Fraud and Platform Integrity
- Never report an appointment inaccurately in order to avoid a Zentrum Care fee. In particular, never mark an appointment the patient attended as canceled, rescheduled, or a no-show, and never falsely claim that a patient canceled.
- Never charge a fee that applies only to Zentrum Care patients, and never pass any part of your Zentrum Care fees on to a patient (for example, a "Zentrum booking fee," or a cancellation or no-show fee imposed only on Zentrum Care patients).
- Never discourage a family from using Zentrum Care as they intend, and never direct, instruct, or encourage patients to book with you offsite to avoid Zentrum Care fees (for example, by listing outside contact information or a booking link in your professional statement).
- Never instruct a patient to misreport information or take any other action designed to avoid Zentrum Care fees.
- Always pay for services rendered. Never fraudulently dispute or refuse payment for bookings generated through the marketplace.
- Never present yourself as a representative of Zentrum Care, and never relay inaccurate, misleading, or defamatory information about our service, policies, or procedures.
- Never use Zentrum Care's name, logo, trademarks, or other intellectual property without our prior written consent.
Reviews and Content
- Never request or accept a review from anyone with a conflict of interest — current or former employees, competitors, peers, friends, family, or anyone paid or otherwise incentivized to leave one.
- Never attempt, directly or indirectly, to prevent or suppress reviews (critical, negative, or otherwise), or to submit fraudulent ones.
Your Zentrum Care Profile
- Keep your profile accurate, honest, and current, including your professional statement, service locations, accepted Medicaid plans and in-network insurances, and visit reasons.
Enforcement and Changes
We may investigate suspected violations and, at our discretion, warn, suspend, or terminate any account that violates these Standards, consistent with our Terms of Use and Provider Agreement. We may update these Standards from time to time; material changes will be posted with a revised effective date.
Questions about these Standards can be directed to support@zentrumcare.com