We want you and your loved ones to get the care you need when you choose Maple.

Here are some tips for submitting your consultation request to help our trusted network of doctors and nurse practitioners better understand your needs and ensure your concern is addressed promptly.

The more specific you can be, the better a doctor or nurse practitioner can understand how to help you.

Use our helpful symptom checklist to select any symptoms you're experiencing. Please also add any necessary detail in the open text field that appears after you complete the symptom checklist to include more information about your concerns.

Be as clear as possible. For example, instead of writing “I have a head cold," you could write “I have had a sore throat for 2 days, runny nose, and a mild fever of 38°C," or “I have a persistent headache and cough that started this morning, but I don’t have a fever.“

It's helpful for a doctor or nurse practitioner reviewing your request to know:

For example, "I have had a dry cough and low energy for 4 days. I don’t have a fever, but my throat feels scratchy for the last 24 hours. I’m not taking any medications and am otherwise healthy. I’m worried it might be a chest infection."

⚠️ Please note that not all symptoms or medical concerns are eligible for virtual care. 👉 Click here for a list of common ineligible consultation requests.

It's understandable that you may have a specific test or treatment in mind. However, certain tests or treatments may not always be appropriate or safe for your health.

Instead of requesting a specific outcome, consider describing your symptoms and concerns. This allows the healthcare provider to assess your condition and recommend the most suitable course of action. You may also specify that you’re open to discussing alternative approaches to address your needs.

Our doctors and nurse practitioners want to give each of your concerns the attention they deserve. Please focus on one primary concern per visit to make sure your concerns are handled thoroughly.

If you have multiple concerns, you can submit separate requests for each medical issue you're experiencing (for example, one for a new sore throat and another for a chronic skin rash). We recommend you prioritize your main concern during the first visit. If time permits, the provider may discuss other issues, but it is best to request additional visits for unrelated problems.

Some consultations for conditions will require a physical exam, such as listening to your lungs or performing a hands-on assessment. If you're aware your condition may need in-person care, but you’d still like advice on the next steps, counselling or guidance on managing your symptoms, please mention this information in your consultation request.

For example, you could write something like, “I know my cough may need an in-person exam, but I’d like advice on how to manage it at home for now," or “I’m aware I may need to see a doctor in person, but I’d appreciate counselling on how urgently I need to be examined.”

Writing politely and conversationally, as if speaking to a healthcare professional face-to-face, will help you get your point across more effectively. Treating healthcare professionals with kindness and respect is always a good idea. It’s best to avoid writing in ALL CAPS.

When you include detailed information understandably, doctors are more likely to pick up your visit, knowing they can help provide you with guidance or peace of mind.

If your issue involves a visible symptom (like a rash, swelling, or redness), you'll likely be asked to upload a clear picture to help the doctor assess your concern more effectively. Please always take photos in good lighting and make sure the affected area is in focus.

Virtual care is great for many health concerns you visit a walk-in clinic for, but some medical conditions require an in-person exam or testing. Common examples of concerns that require in-person or emergency care include chest pain or trouble breathing, severe injuries, or symptoms that need looking in your ears or listening to your heart or lungs.

If a healthcare provider reviews your request and determines that your condition cannot be safely treated through Maple, you will be guided to seek in-person care.

👉 Click here for a list of common ineligible consultation requests.

We want you to have a good experience. Following the tips above will help our network of doctors and nurse practitioners better understand your needs and ensure you get the medical care or advice you need. If you’re unsure how to describe your symptoms, do your best — our trusted and experienced providers are here to help you along the way.

You might also be interested in:

Thank you for choosing Maple to get care.