Frequently asked questions about ZenMed
Concrete answers on running the system in your own region, where patient data sits and who can reach it, then pricing, implementation and the daily work in the system. For a clinic, a medical center and a single doctor.
No questions match that phrase. Ask it through the form at the bottom of the page and the answer will end up in this base.
Working internationally
Yes, with one distinction worth making before you sign anything.
The core is country-neutral: the appointment calendar, patient records, roles with an immutable audit log, online booking, reminders, operational reports and the API behave the same wherever the practice is. That part we switch on in days.
Three things depend on the country: electronic prescribing, insurance eligibility checks and the mandated e-invoicing format. Each one is an integration with a national service. All three are live in Poland, and connecting the equivalent in your region is onboarding work rather than product work. We will tell you which of the three exists where you operate before you commit to anything.
Patient data is stored in the European Union and does not leave it, which for a practice bound by GDPR is usually the shortest part of the conversation. We quote in your currency.
Yes, and it is a complete translation rather than a partial one: every screen, form label and validation message has an English counterpart, and the language is switched inside the application rather than fixed when the account is created.
What the interface language does not change is the content your team types in. A visit note stays in the language it was written in, because it is medical documentation and machine-translating it would be a clinical risk rather than a convenience.
The website works the same way: the product pages exist in both languages, while the terms of service are published in English as a courtesy translation with the Polish text remaining the binding one.
If your team is mixed, the demo is the place to settle it. We open the same account in both languages so you can see the exact screens your people will work on, instead of taking our word for the coverage.
In the European Union, and it does not leave it. The database, the files and the backups sit in Poland, with backups kept in two separate locations.
Access is separated in the database itself, not only in the application code. Every table holding patient data carries its own access policy, and the role the application runs under has no permission to bypass it. A bug in the code therefore cannot show you another practice records: the query simply returns nothing.
Every read, edit and export is written to an immutable audit log with the time, the user and the IP address, and merely opening a record leaves a trace. Consecutive entries are bound by a hash chain, so removing one leaves a visible gap. You browse the log yourself rather than asking us for an extract.
One non-EU party is involved and we name it before you ask: Cloudflare filters traffic in front of the application and stores no data.
ZenMed is sold by a company registered in Poland, so a business customer in another EU member state is invoiced without Polish VAT under the reverse charge and accounts for the tax in their own country. That requires a valid EU VAT number, which is the one document worth having ready before the first invoice.
Outside the EU the invoice carries no Polish VAT either. Local import or withholding rules are yours to handle, and your accountant will know them better than we do.
The published price list is in Polish zloty and gross. That is the correct figure for a customer in Poland and the wrong one for anybody else, which is why the English pages quote instead of pricing: currency, payment terms and the billing cycle are all set in the quote.
This describes how we invoice, not what you owe. Confirm the treatment with your own accountant before you budget on it.
Yes, on the Enterprise plan, over SAML and OIDC - the protocols that Okta, Entra ID, Google Workspace and Keycloak all speak, so the question is rarely whether it connects and usually how the mapping is set.
What gets settled before the contract, in a technical review with your IT team: which provider is authoritative, which claims carry the identity, how your directory groups map onto our ten predefined staff roles, and what happens to a session when somebody is deprovisioned. Your team gets an answer specific to your directory rather than a logo on a slide.
Below Enterprise, accounts use a password with an optional second factor, mandatory for administrative accounts, and access can be narrowed to the practice network.
If central authentication is a hard requirement from your security team, say so in the first conversation. It changes which plan we are talking about, and that is cheaper to know early than after a pilot.
The first question is not technical. It is whether your clinic has the right to connect to the national e-health service at all. Those services are closed to providers under contract with the public payer, so a private clinic serving its own patients usually has no way in, and no need for one.
For that clinic the printed prescription is not a workaround, it is the correct local instrument: the doctor issues it, the patient fills it at a pharmacy at full price. ZenMed holds the prescription as structured data in the record and produces the document, so the clinical history stays searchable rather than sitting in a stack of paper.
Where a clinic does have the right to connect, that integration is scoped per country on the Enterprise track. The European Health Data Space brings a common route for cross-border prescriptions from 2029, and that is the path we are building toward rather than a separate connector per country.
The medical staff you name, and nobody else. This is the question that matters most in a workplace clinic and the one that is easiest to get wrong, so it is worth being precise.
Access is separated by role, and the separation lives in the database rather than in the application code. Reception sees the schedule and the patient contact details, not the clinical record. Ten predefined roles come configured; the employer as an organization is not one of them and gets no clinical documentation through the system.
Every read, edit and export is written to an immutable audit log with the time, the user and the address it came from. Merely opening a record leaves a trace, and you browse that log yourself. If an employee ever asks who looked at their file, the answer is in the system rather than in somebody memory.
Yes, on the Enterprise plan: a dedicated server, either on-premise or in a private cloud you control. It is the same codebase as the shared service, deployed separately, so you are not running a fork that drifts away from the product.
What comes with that plan and matters to a security review: an SLA of 99.99% with contractual penalties, single sign-on, a custom product development track for changes specific to your deployment, and a dedicated account manager rather than a shared queue.
On the shared service the database, the files and the backups sit in the European Union and do not leave it, which for most clinics settles the question without a separate deployment.
Which of the two fits is a cost conversation as much as a technical one, and we would rather have it before a pilot than after.
Implementation
The documents a corporate review asks for, and it is worth requesting them early rather than at the end:
- a data processing agreement, signed at onboarding
- a data protection impact assessment
- where the data physically sits, and the list of sub-processors with the one non-EU party named
- the Article 30 processing register, generated from the database rather than written once in a word processor
- the exit terms: a full export in JSON and CSV within 30 days of termination, erased within 60 days after you confirm receipt
Any change to the sub-processor list is announced 30 days ahead and you may object to it. The processing register is generated, which matters more than it sounds: a new feature cannot appear in the system and be missing from the documentation you show at an inspection.
Yes, and an in-house system is often the easier case. We have moved data out of booking portals, desktop practice software, spreadsheets and paper; a system your own team built is one where somebody can actually answer questions about the schema.
What we need is an export in any structured format: a database dump, CSV, JSON, even a set of spreadsheets. We map it to our model, import it, and validate every table against the source. You get a report showing how many records were in the export, how many landed, and what does not reconcile. Until you accept that report, your old system stays switched on.
Migration is free in every paid plan, run by our team, and the usual bottleneck is not our side of the process: it is how fast the export can be produced.
Migration from your current system to ZenMed is free and is run by our team, with daily status check-ins. We have moved data out of booking portals, desktop practice software, in-house tools and spreadsheets.
What we move:
- patients: national ID number and contact details
- visits and documents: e-prescriptions, e-referrals, ultrasound scans
- invoices, commissions and service codes
- historical records, for as long as your country requires them to be kept
How long it takes: 5-15 business days on average. A 3-doctor clinic 8-12 days, a 16-doctor practice 12-18 days.
For the first week you work in parallel in both systems: new visits in ZenMed, the old system as a backup. Zero interruption in patient care.
Training (included in every paid plan, together with implementation and data import):
- reception: 1 day of training plus video recordings
- doctors: 1 day plus a 1-on-1 check-in after a week
For the first 3 months a dedicated account manager replies within an hour, then within 2-4 hours.
Daily use
Yes. An average visit form in ZenMed takes 5-8 clicks from opening the patient to issuing an e-prescription through the national e-health integration.
What that means in daily work:
- visit form templates are tailored to specialty (gynecology, pediatrics, dentistry, psychiatry, cardiology), so the doctor is not filling out a generic form
- smart search finds a patient, visit and document in one field (fuzzy match on national ID number, name or phone number) - no switching tabs
For the first week we sit with the doctor during their shift. In Standard and above a dedicated account manager replies within an hour for the first 3 months.
Pricing and plans
One rate per active specialist per month, plus optional SMS packs. There are four tiers, and the rate per specialist falls as the team grows.
We quote in your currency once we know two things: how many specialists will use the account, and which country you operate in. The country matters because taxes and the national integrations differ, not because the software does.
Included in every paid plan: integrations, telehealth, API, support, team training and migration from your current system. No riders and no separate charge for the API.
Quoted separately: SMS, billed per practice. You only pay for it if you use it.
ZenMed is month-to-month, with no cancellation penalties.
Support
Support is run by a Polish team based in Warsaw (ZenMed App Sp. z o.o., KRS 0001239438), available during practice working hours: 8:00-20:00 on business days, 9:00-15:00 on Saturdays.
Channels: in-app chat, email ([email protected]) and phone. First-line technical help usually the same day, average first-response time in the pilot: 47 minutes.
What each plan gives you:
- Standard and above: a dedicated account manager - one person who knows your practice and replies within an hour for the first 3 months, then within 2-4 hours
- Pro: priority support SLA with guaranteed response time (4 hours during business hours)
- Enterprise: a dedicated account manager for your organization, SLA 99.99% with contractual penalties, a written SLA and a dedicated Slack or Teams channel
All support channels are included in the plan, including Free.
Product
Through an API and webhooks, included in every paid plan rather than sold as an add-on. The usual connections are a CRM, accounting software, a laboratory or a marketing automation tool.
Single sign-on is an Enterprise capability: SAML, OIDC and Azure AD. If your organization authenticates staff centrally and will not accept a separate password, that is the plan to ask about, and it is worth raising in the first conversation rather than after a pilot has already started.
What we will not promise on a slide is an integration with a system we have not seen. The honest sequence is the other way round: you tell us what has to exchange data, we look at what that system actually exposes, and then we say whether it is configuration, a connector we build, or something that does not work. A named integration in a contract is worth more than an unnamed one in a brochure.
The practice calendar in ZenMed is the source of truth: it holds the visits, the time off, the room and equipment blocks, and it is where conflicts are caught in real time. Everything else is a copy of it.
Two-way sync with an external calendar such as Google Workspace or Microsoft 365 is delivered on the Enterprise integration track, scoped to your deployment. The reason it is scoped rather than a switch: the interesting part is never the connection, it is what wins when the same slot changes in both places, and how much a personal calendar is allowed to learn about a patient. Both are decisions about your clinic, not defaults we should pick for you.
Below Enterprise, the API and webhooks are in every paid plan and are the usual route: the events are there, and what reads them is your choice.
Yes. ZenMed is configured to your specialty and practice type.
What you set up:
- visit form templates and history forms
- reports and schedule views
- staff roles: 10 predefined RBAC roles (doctor, nurse, receptionist, manager, accounting, admin) plus 4 custom
Each of the 6 specialties (gynecology, pediatrics, dentistry, psychiatry, cardiology plus modules on the roadmap) has its own calculators, diagnostic scales (Apgar, BMI, eGFR, BSA) and templates aligned with PTG, PTKardio and PTP guidelines.
We define the configuration together with your dedicated account manager during implementation (1-2 days). Configuration does not require a developer: the visual builder is operated by reception staff on training day one, and changes during operation are instant.
Scale: from a solo doctor on the free plan to a network of clinics (20+ specialists, custom integrations, multiple locations in one account). Enterprise adds an on-premise server or private cloud, SLA 99.99% and SSO via SAML, OIDC or Azure AD.
Yes. The online booking widget is in every plan, including the free one.
How it works: you embed it on the practice website via iframe (one line of code), then set up available services, specialists, business days and time slots. The patient books a visit 24/7 and gets automatic SMS reminders (SMS is a separate add-on per practice, quoted with your plan).
What else the widget does:
- optional online payment up front: Stripe, PayU, Przelewy24 or classic bank transfer
- telehealth through a built-in GDPR-compliant video channel
- recurring visits
- mobile-first interface
From the pilot: 65-75% of patients book online after the widget is in place, and reception saves 10-15 hours per week.
Yes. ZenMed automatically sends an SMS with a link to your Google Business Profile after the visit, with a configurable delay of 2 to 24 hours. The feature is available from Start (49 PLN), for every specialty in our portfolio (gynecology, pediatrics, dentistry, psychiatry, cardiology).
The workflow is compliant with Google Business Profile policy: we ask for a review, we do not enforce a positive one and we do not filter out negative ones.
What you can configure:
- different SMS content per specialty or per doctor
- excluding recurring patients (for example chronic disease prescriptions)
These messages come out of your practice SMS bundle, which is quoted separately. A dedicated sender number for the clinic is available too.
The system does not promise any specific increase in search ranking or patient count. It gives you a process that increases the chance of visibility in Google Maps and local search. In practice, pilot clinics see growth from 18 to more than 60 reviews within 3 months.
ZenMed stands out from the practice systems clinics run today in four concrete ways:
- Specialty modules. 5 dedicated modules (gynecology, pediatrics, dentistry, psychiatry, cardiology) with their own calculators (Apgar, BMI, eGFR, BSA, WHO scale) and protocols. Competitors treat every doctor the same.
- Global search. Patient, visit and document in one search field (fuzzy match on national ID number, phone, email). Competitors have separate searches in each module.
- Insurer tagging. Every insurer you work with, with automatic e-invoicing per payer. Competitors either do not tag payers, or do it by hand in a spreadsheet.
- Pricing you can see before you talk to us with no add-ons for telehealth, e-invoicing or API, and SMS as a separate, openly priced item. Most vendors in this market publish no prices at all.
No vendor in this market has all four at the same time.
Yes, for the practice management side. The ZenMed core is specialty-agnostic and works the same way in a dental office, an aesthetic medicine clinic and a cosmetology studio:
- multi-specialist and multi-room scheduling
- online booking widget for your website
- patient profile with documents and consents
- SMS reminders
- billing and e-invoices
- reports and automatic Google review collection
Two things fit those settings especially well: tablet-based consent and document signing (Standard plan) for procedures where a signed consent is mandatory, and reminders for follow-ups and recurring treatments.
To be straight with you: a dedicated dental module (FDI tooth chart, treatment plan with cost estimate) is still in the works. Today you get the full practice management layer, not a specialist treatment chart.
You can start free on the Free plan.
From a single doctor to a multi-specialty network. The bigger the team, the lower the rate per specialist.
- A single doctor: the free plan, 90 visits per month and up to 120 patient records
- Small practice, 1-3 specialists: Start, with full e-invoicing, reports, specialist payouts and no limits
- Mid-size clinic, 5-16 specialists: Standard - most popular, with clinical tools, insurance billing and the waiting list
- Multi-specialty network, 20+ specialists: Pro, with multiple locations in one account, inventory, custom integrations and priority SLA
- Large networks, hospitals, institutions: Enterprise - on-premise server, SSO via SAML, OIDC or Azure AD, SLA 99.99%, dedicated account manager
We work with aesthetic medicine, physiotherapy, dentistry, psychiatry, gynecology, pediatrics, cardiology, dermatology, orthopedics and other specialties. The pilot at Medicus Center clinic (launch 2026) shows effectiveness in a production environment.
ZenMed is not built for public hospitals on legacy state systems. It is for the private market, with insurance billing and automatic e-invoicing.
This base answers the questions that hold anywhere. Questions that depend on Polish law and the Polish public payer are answered on the Polish version of the site. If yours is about your own country, ask it in the form below and we will answer it directly rather than guess in public. For what the system actually does, see the feature catalogue; for what it costs, how we price and quote.
Book a short online demo.
We will show the system on examples from your specialty and answer your team's questions.
- Demo tailored to your specialty
- No commitment. You decide whether to go further
Prefer email? Write to [email protected] Or call us at +48 502 565 106
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