We want you to have the best possible experience using Maple. Since speaking with a medical practitioner online can be a little different than the in-person visits you might be used to, we’ve compiled some tips to help save you time and get you the care you’re looking for!

Be specific.

Please be as detailed as possible when you fill out your consultation request.

If you’re hoping for a particular medical outcome, like a certain prescription or a doctor’s note with specific wording, make this clear in your consultation request. Don’t worry about not knowing everything in advance — for example, if want a prescription but don’t know the name of the medication, that’s ok. The more information you can include, the better.

Specific requests give our doctors critical information that will help them determine whether they feel your request can be treated online. If the doctor decides your request is inappropriate for online treatment, they will decline it before you connect with the doctor. Any payment for individual specialist visits will be cancelled and returned to you via the original payment method.

Please be aware that our doctors may not be able to meet all prescription requests — they will provide medically necessary and appropriate medications. For example, a doctor may prescribe antibiotics for a bacterial infection but not to treat a viral infection (as this medication wouldn’t resolve the issue). Other situations doctors can’t treat online may include:

  • Respiratory illnesses that require the doctor to listen to your lungs.

  • Ear infections that require the doctor to look in your ear.

  • Requests for simultaneous prescriptions for multiple chronic conditions that require regular re-assessment for stability.

Please note that all medical decisions are at the discretion of each doctor and can’t be guaranteed.

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What should I not use Maple for?

Maple doctors can help with many medical concerns. If you are not sure if your request is appropriate for online care, simply submit the request anyways — our doctors will decline the request and direct you to in-person care if they feel it’s necessary.

There are some requests that Maple doctors can’t support:

  • Maple is not intended for medical emergencies. If you believe you are experiencing an emergency, please call 911 or proceed to your nearest emergency room.

  • Our physicians cannot legally prescribe narcotics or controlled medications on Maple. Other medications can be prescribed on Maple (at the doctor’s discretion).

  • Our physicians do not complete Workplace Safety and Insurance Board (WSIB) or specialized disability forms that require an in-person consultation. Other forms, such as for insurance or school absence, can be completed at the doctor's discretion. Please mention that you require an external form in the consultation request to ensure that you match with a doctor willing to meet your needs.

  • Our physicians cannot provide specialist referrals or specialized tests such as CT scans or MRIs. Under the mandate of regulatory colleges across Canada, referring physicians must be able to provide follow-up on these referrals or tests. You can get a requisition on Maple for basic lab tests, such as blood work.

Update your Maple account information

For medical documents to be valid, the legal first name on the account must match the name on your government-issued photo ID. Pharmacies require this for prescriptions, labs, and clinics for any tests ordered through lab requisitions.

Please also ensure that your other information, such as your date of birth, is correct. Incorrect account information may result in delays as we work with you to correct the issue.

If you are having trouble adjusting your account information, please reach out to our team.

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Check your coverage

Your credit card on file will be charged if you are prompted for payment. If you did not anticipate paying for the service, do not proceed if prompted for payment. Instead, contact our customer support team for assistance!

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