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Frequently Asked Questions

What is Maple? How does it work? You're in the right place to find out. See answers to frequently asked questions about Maple.

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What is Maple and how does it work?

Maple connects you with a national network of Canadian-licensed doctors, nurse practitioners, and healthcare providers online via secure text messaging, audio, or video. 

Simply log in, tap a button to request a consultation, and we’ll immediately connect you to a General Practitioner. Our specialists and other allied healthcare providers also offer both on-demand and scheduled consultations, with wait times generally ranging from 12 to 72 hours.

Visits work just as they would if you were seeing a doctor in person. Our doctors can assess symptoms and provide treatment, including prescriptions, as necessary. If the doctor thinks your condition requires in-person care, they may tell you to go to a clinic for a hands-on examination.

Do I have to pay to use Maple?

It depends. We have partnerships with many employers and benefits providers for fully covered visits or reduced pricing. Check your coverage to see if this applies to you.

If you live in Alberta or BC, you can find out more about AHCIP and MSP-covered visits.

If you don’t have coverage through an extended health benefits plan or qualify for AHCIP-covered visits in Alberta or MSP-covered visits in BC, fees may apply. This is because many of our services aren’t covered under provincial health plans due to our use of secure text messaging, nurse practitioners, and a national doctor network.

Who are the doctors and healthcare providers?

Maple doctors are hand-selected, qualified doctors and healthcare providers from across Canada. They’re the same providers you’d see in person. Our network of general practitioners also includes nurse practitioners who undergo a similar selection process across the country.

Our network of healthcare providers includes family doctors, ER doctors, specialists, naturopaths, lactation consultants, and other allied health providers with their own practices who believe in the power of telemedicine. Many providers are also licensed to practice in multiple provinces, so you may see a doctor in Manitoba even if you live in Ontario. That’s the magic of online medicine!

What type of payment do you accept?

We accept all major credit cards including AMEX cards, as well as Google and Apple Pay.

Is telemedicine a recognized practice in Canada?

It sure is. Telemedicine is the delivery of healthcare and other health-related services using interactive text, audio, and video technology. This means doctors can treat patients without being in the same place as them.

Every province supports telemedicine as a practice, even though not all virtual care services are covered under provincial health benefits. In our case, this is because of our use of secure text messaging, nurse practitioners, and a national doctor network.

Do I see the same doctor every time?

If you schedule an appointment, you may have the option to see a doctor you’ve seen previously. Many of our specialists also offer scheduled appointments which allow for ongoing follow-ups and continued care. Otherwise, our matching system is based on availability, so it’s unlikely you’ll be paired with the same doctor. 

*Providers’ availability may vary from week to week. Sign in to your Maple account to check availability.

Can I get a prescription?

Absolutely! Doctors and nurse practitioners on Maple are able to prescribe almost any medication, excluding controlled substances (although some specialists can prescribe controlled substances in some cases).

Once a doctor or nurse practitioner has given you a prescription, you’ll have the option to pick it up from a pharmacy of your choice, or we’ll deliver it right to your door at no additional cost.

Can I get a doctor’s note?

Definitely. Our doctors and nurse practitioners are happy to write you a digital sick note for work or school if necessary.

Can I get lab work or a referral?

While we’re unable to make referrals at this time, we do offer lab work, including blood tests, X-rays, and ultrasounds. Your doctor can create a requisition that you’ll be able to download and take to any lab or medical imaging centre.

Once your results come in, you’ll be notified. If follow up is required, we’ll let you know and you can request an online doctor visit or take the results to your regular GP.

When should I use Maple?

We offer safe and quick access to Canadian-licensed doctors on-demand or by appointment. Use Maple for any health concerns you’d take to a walk-in clinic such as a cold, stomach issues, UTI, strep throat, or to see a specialist like a dermatologist, endocrinologist, mental health physician, and more, fast and from home.

Our online doctors can treat many illnesses. If they determine that they’re unable to help you based on the information you submit before your visit, they’ll reject your request and you won’t be charged.

When should I not use Maple?

You should not use Maple in the case of a medical emergency. If you’re in need of urgent, life-saving care, you should call 911. There are a number of cases where our doctors might not be able to help online. Learn more.

Is my information private?

Yes, your personal and health information is completely private. We take confidentiality very seriously. When you use our services, your session is protected by a comprehensive security infrastructure and stringent data policies. You also retain complete control of your personal health information at all times. 

Check out our Privacy Policy for a more in-depth description of data privacy at Maple.

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