Locating rationale and next steps
If one or more providers reviewed your request and determined that virtual care is not appropriate, you will be redirected. You’ll be provided with a clear rationale and recommended next steps to guide you toward the most appropriate, safe way to get care.
To find the rationale and next steps:
In a web browser: Log in to your Maple account and click View Details under the specific consultation date on the homepage of your account.
In the mobile app: Select Consultations from the menu in the top left of the mobile app and click on the specific consultation request.
Notification example when a request is redirected
Learn more with AI
Depending on your access, you may receive a more detailed and personalized report when your request is not appropriate for virtual care. This report is powered by Artificial Intelligence (AI). It is based on your request and created with input from medical professionals, including doctors or nurse practitioners who reviewed your information. It is not a substitute for medical advice, diagnosis, or treatment.
How your consultation request is reviewed
All consultation requests submitted on Maple are first anonymized and then thoroughly reviewed by multiple licensed healthcare providers — not AI. These providers assess whether your request can be safely treated through an online visit.
If they determine that your concern cannot be safely managed online, they’ll clearly explain why and provide recommended next steps to guide you toward the most appropriate, safe care option.
The AI-powered report you receive is based upon the providers’ triage decision — not a replacement for it. The final decision about whether your request is eligible for virtual care is always made by medical professionals.
Understanding your AI report if your request is redirected
The AI-powered report you receive is informed by the triage decisions made by licensed healthcare providers who reviewed your request. It does not diagnose medical conditions or provide medical advice. Instead, it’s designed to help you navigate next steps toward the right kind of care.
If you’re concerned about the AI-generated insights you received or believe they may be inaccurate, please know that:
The AI report is informed by the triage decisions of the healthcare providers who reviewed your case — it does not replace their judgment.
If you disagree with or are uncertain about the suggested next steps, you’re always welcome to request another consultation through Maple. You can also review Best Practices for Submitting a Consultation Request for helpful guidance.
If you need technical or troubleshooting support, please contact our Customer Support team for assistance.
The goal of the AI-powered report is to make your experience more informative and accessible — while ensuring that licensed medical professionals remain responsible for reviewing and triaging your request.
Privacy and AI at Maple
Your privacy is protected: Maple follows strict privacy and security standards. Your information is stored in accordance with our Terms of Use and Privacy Policy. For more details about our AI policies, please visit our Security page.
Maple does not use patient data to train AI systems or models. Any information collected is used to support your Maple experience and remains securely stored, accessible only to you and the providers you consult with on Maple.
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