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.
Example of notification when a request is redirected
Learn more with AI
Depending on your access, you may also opt in to 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.
The report is designed to help you better understand why virtual care wasn’t suitable in your case and what steps you can take next.
Optional opt-in: You decide whether or not you’d like to review the AI-powered report made available to you.
More clarity and support: The report summarizes why virtual care wasn’t suitable in your case and may include personalized next steps.
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.
Frequently asked questions
Who reviews my consultation request if AI is involved? How do I know a real healthcare provider reviewed my case?
Who reviews my consultation request if AI is involved? How do I know a real healthcare provider reviewed my case?
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.
How does AI know what my next steps should be? What if the AI gives me wrong advice about next steps? What happens if I follow the AI advice and it doesn't help? Can I get a second opinion if I disagree with the AI-generated advice?
How does AI know what my next steps should be? What if the AI gives me wrong advice about next steps? What happens if I follow the AI advice and it doesn't help? Can I get a second opinion if I disagree with the AI-generated advice?
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 recommendations 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 submit a new consultation request through Maple.
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.
Is my information being used to improve AI reports for future interactions?
Is my information being used to improve AI reports for future interactions?
No. 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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