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Maple FAQ and minor ailments

Frequently Asked Questions

What is Maple? How does it work? You're in the right place. Browse through answers to frequently asked questions about Maple and Virtual Care.

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What is Maple and how does it work?
Maple connects you with doctors and other healthcare providers online, via text, audio, or video.

You log in, request a visit, and within minutes you’ll be matched with a doctor (some specialists offer bookable appointments).

These visits work just as they would if they were in-person: the doctor can examine you as needed, ask questions about your symptoms, go through your health history, and determine a diagnosis and treatment plan. If they think your condition is more serious, they may tell you to go to a clinic for an in-person, hands-on examination.

Who are the doctors and healthcare providers? Maple doctors are hand-selected, qualified doctors and healthcare providers from across Canada. They are the same providers you could see in person. Maple’s network of healthcare providers includes family doctors, ER doctors, specialists, naturopaths, lactations consultants, and dermatologists with their own practices who believe in the power of telemedicine. Many doctors are also licensed to practice in multiple provinces, so you may see a doctor in Manitoba even if you live in Quebec. That’s the magic of online medicine!

Do I have to pay to use Maple?
Shoppers Drug Mart will fund online physician consults in provinces where there is no provincial government funding, at no cost 7am-9pm until March 23, 2020. Following March 23, 2020 some provinces fund video visits as part of universal healthcare, so if you have MSP and live in BC there will be no charge to see a GP. For all other appointments on Maple, there is a fee. Prices vary by time of day and specialty. You can view Maplespage for more details. Maple has partnerships with some employers and benefits providers for reduced pricing; check your coverage to see if this applies to you. Some of our services may be covered by your insurance or HSA.

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

What type of payment do you accept?
We accept all major credit cards, as well as Google and Apple Pay.

Who are the doctors and healthcare providers?
Maple doctors are hand-selected, qualified doctors and healthcare providers from across Canada. They are the same providers you could see in person.

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

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 it isn’t always covered under universal healthcare, and the demand for connecting with doctors online is quickly growing here in Canada and abroad.

Do I see the same doctor every time?
Maples matching system is based on availability, so it’s highly unlikely that you’ll see the same doctor every time. That being said, some Maple of our specialists do offer continuity of care through bookable appointments.

Can I get a prescription?
Absolutely! Maple doctors are able to prescribe almost any medication, excluding controlled substances (although some specialists can prescribe controlled substances in some cases).

Once a doctor has given you a prescription, you can select a local pharmacy within the Maple platform and the doctor will fax it over right away.

Can I get a doctor’s note?
Definitely. Maples doctors are happy to write you a digital sick note for work or school if necessary, and it will be written on their letterhead.

Can I get lab work or a referral?
While Maple is unable to make referrals at this time, they 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, Maple will let you know and you can request another online doctor visit or take the results to your regular GP.

When should I use Maple?
Maple offers incredible, safe, and quick access to Canadian doctors 7 days a week, between 7am and 9pm. Use Maple for any health concerns you’d take to a walk-in clinic, such as a cold, stomach issues, a UTI, strep throat, and more.

Maples online doctors can treat a variety of 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 are in need of urgent, life-saving care you should call 911. There are a number of cases where Maple doctors might not be able to help online.

Is my information private?
Yes, your personal and health information is completely private. Maple takes confidentiality very seriously. When you use Maple, 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.

What can I use virtual care for?
Virtual care can address many common ailments, including:

  • Acne
  • Bites & stings
  • Cough & cold
  • Cold sores
  • Dehydration
  • Diarrhea
  • Erectile dysfunction
  • Fever
  • Frostbite
  • Flu (influenza)
  • Gout
  • Hives
  • Lice
  • Migraines
  • Nail infection
  • Nausea & vomiting
  • Pink eye
  • Rashes
  • Sexual health
  • Shingles
  • Sinus infections
  • Sore throat
  • Strep throat
  • Plantar fasciitis
  • Rosacea
  • UTI
  • And more!