TenaFirst Plus Physician Service Agreement


TenaFirst Plus Physician Service Agreement

Last Updated: March 20, 2025

This Physician Service Agreement (“Agreement”) is entered into between:

TenaFirst Plus, a digital health and telemedicine platform operating in Ethiopia (“TenaFirst Plus”, “Platform”, ”tenafirst.com”, “vendor”,”my.tenafirst.com”,“we”, “us”),

and The Physician/Healthcare Provider (“Provider”, “Vendor”, “Doctor”, “You”).

Together referred to as the “Parties.”

This Agreement sets forth the terms and conditions governing the Provider’s participation and delivery of healthcare services through the TenaFirst Plus platform, website, mobile applications, and call center services.

  1. Purpose of the Agreement

The purpose of this Agreement is to allow licensed physicians and healthcare providers to offer telemedicine and healthcare consultation services to patients through the TenaFirst Plus digital health platform.

TenaFirst Plus provides technology infrastructure, patient access, scheduling systems, call center services, and digital health tools that enable Providers to connect with patients.

TenaFirst Plus does not provide medical services. All medical services are delivered solely by the Provider.

  1. Independent Contractor Relationship

The Provider agrees that:

  • The Provider is an independent contractor and not an employee of TenaFirst Plus.
  • Nothing in this Agreement shall be interpreted as creating:
    • Employer–employee relationship
    • Joint venture
    • Partnership

The Provider retains full professional independence in delivering medical care.

  1. Provider Eligibility Requirements

To participate on the platform, the Provider must:

  1. Hold a valid medical license issued in Ethiopia.
  2. Maintain professional registration with relevant Ethiopian medical authorities.
  3. Comply with medical ethics, standards of care, and national regulations.
  4. Provide accurate professional credentials and maintain updated information.

TenaFirst Plus reserves the right to verify, approve, suspend, or remove providers from the platform.

  1. Scope of Services

Providers may deliver services including:

  • Telemedicine consultations
  • Medical advice
  • Patient evaluation
  • Follow-up consultations
  • Digital prescriptions (where permitted)
  • Health education

Services may be delivered through:

  • Mobile application
  • Website
  • Video consultation
  • Audio consultation
  • Chat messaging
  • Call center consultations via 6037

The Provider is responsible for clinical decisions, diagnosis, and treatment.

  1. No Emergency Services

The Provider acknowledges that:

TenaFirst Plus services are NOT intended for medical emergencies.

Patients are instructed to seek care at the nearest hospital or emergency center in emergency situations.

  1. Physician Responsibilities

The Provider agrees to:

  • Deliver care according to accepted medical standards
  • Maintain patient confidentiality
  • Follow Ethiopian healthcare regulations
  • Use the platform professionally and ethically
  • Maintain accurate medical documentation
  • Avoid any misuse of patient information
  • Respond to scheduled appointments in a timely manner

Providers must not:

  • Provide fraudulent services
  • Misrepresent credentials
  • Use the platform for illegal purposes
  1. Fees and Payment Structure

TenaFirst Plus operates on a commission-based model.

For each consultation:

  • 65% of the consultation fee is paid to the Sub and Specialty Physician.
  • 35% commission is retained by TenaFirst Plus.
  • 60% of the consultation fee is paid to the all except Sub and Specialty Physician.
  • 40% commission is retained by TenaFirst Plus.

Payments may be processed through:

  • Mobile payments
  • Bank transfers
  • Digital wallet
  • Other supported payment methods

Payments to Providers will be processed according to the TenaFirst Plus payment schedule.

  1. Appointment Cancellation Policy

The following cancellation policy applies:

Virtual Visits

  • Patients may cancel up to 3 hour before the scheduled visit

In-Person Visits

  • Patients may cancel up to 12 hours before appointment

Refunds may not apply in cases of:

  • Patient no-shows
  • Missed appointments
  • Clinical disagreements
  1. Medical Liability

TenaFirst Plus:

  • Does not provide medical advice
  • Does not control clinical decisions
  • Is not responsible for medical outcomes

All medical services and decisions remain solely the responsibility of the Provider.

The Provider agrees to indemnify TenaFirst Plus against claims arising from medical services provided.

  1. Medical Records and Data Protection

Providers must comply with Ethiopian data protection laws and medical record requirements.

Patient records generated through the platform may be stored securely by TenaFirst Plus according to national regulations.

Providers must ensure:

  • Patient confidentiality
  • Secure handling of patient information
  • Ethical use of health data
  1. Electronic Communications

Providers agree to communicate with patients using:

  • In-app messaging or Calling
  • Email
  • SMS
  • Audio Calling Tools ( Telecoms networks )
  • Video consultation tools
  • Call center services

Certain consultations or communications may be recorded for quality assurance and training purposes.

  1. Prescription Policy

Providers may prescribe medication when:

  • Medically appropriate
  • Within Ethiopian prescribing regulations

TenaFirst Plus:

  • Is not a pharmacy
  • Does not guarantee medication availability

Providers must not prescribe controlled substances through the platform.

  1. Prohibited Activities

Providers agree NOT to:

  • Solicit patients outside the platform
  • Redirect patients for private consultation bypassing TenaFirst Plus
  • Misuse the platform for marketing unrelated services
  • Share patient data without authorization

Violation may result in account suspension or termination.

  1. Platform Modifications

TenaFirst Plus reserves the right to:

  • Modify platform features
  • Change services
  • Update policies

Providers will be notified of significant changes when possible.

  1. Termination

This Agreement may be terminated:

By the Provider

  • By written notice to TenaFirst Plus.

By TenaFirst Plus

  • For violation of this Agreement
  • Fraud or unethical conduct
  • Expired or invalid medical license
  • Misuse of platform services

Termination may occur with or without prior notice.

  1. Governing Law

This Agreement shall be governed by the laws of the:

Federal Democratic Republic of Ethiopia.

Any disputes arising from this Agreement shall be resolved under Ethiopian law.

  1. Acceptance of Agreement

By registering and providing services through the TenaFirst Plus platform, the Provider agrees to comply with this Agreement.

  1. Contact Information

TenaFirst Plus

Bole Sub-City
Addis Ababa, Ethiopia

Email: support@tenafirst.com
Phone: +251 (0116) 68 58 58
Call Center: 6037

Physician / Provider

Name:
Medical License Number:
Date:May 27, 2026

 

Leave this empty:

Signature arrow

Signed by Abrham Assefa
Signed On: March 7, 2026


Signature Certificate
Document name: TenaFirst Plus Physician Service Agreement
lock iconUnique Document ID: 311901da461ce6f7846ab7b8c94ca8b32cd138d3
Timestamp Audit
November 4, 2023 10:37 am EATTenaFirst Plus Physician Service Agreement Uploaded by Abrham Assefa - agreement@tenafirst.com.et IP 196.191.60.188
November 10, 2023 9:55 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@ahaduweb.com as a CC'd Recipient Ip: 196.188.35.138
February 26, 2024 6:31 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@ahaduweb.com as a CC'd Recipient Ip: 196.188.35.138
March 15, 2024 1:46 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@ahaduweb.com as a CC'd Recipient Ip: 196.188.35.138
March 15, 2024 3:49 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@ahaduweb.com as a CC'd Recipient Ip: 196.188.35.138
May 28, 2024 5:58 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@ahaduweb.com as a CC'd Recipient Ip: 196.188.33.198
July 16, 2024 10:07 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.33.198
August 19, 2024 8:49 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 19, 2024 5:07 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 22, 2024 3:35 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 23, 2024 9:02 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 23, 2024 3:27 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 26, 2024 1:46 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
August 26, 2024 8:25 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 102.213.68.52
September 4, 2024 11:40 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
September 13, 2024 11:49 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
September 23, 2024 11:34 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
October 12, 2024 10:24 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
October 12, 2024 10:26 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
October 28, 2024 9:03 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.15
November 2, 2024 6:27 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 102.218.50.70
December 19, 2024 8:16 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.189.144.223
June 9, 2025 8:32 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.137
June 10, 2025 10:05 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.137
June 17, 2025 11:28 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.35.209
June 17, 2025 11:41 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.35.209
July 12, 2025 10:30 am EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com as a CC'd Recipient Ip: 196.188.34.245
March 7, 2026 8:47 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com.et as a CC'd Recipient Ip: 196.191.60.188
March 7, 2026 8:47 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com.et as a CC'd Recipient Ip: 196.191.60.188
March 7, 2026 8:58 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com.et as a CC'd Recipient Ip: 196.191.60.188
March 7, 2026 9:01 pm EATAbrham Assefa - ahaduweb@gmail.com added by Abrham Assefa - agreement@tenafirst.com.et as a CC'd Recipient Ip: 196.191.60.188
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