A Step-by-Step Guide to Getting Care on Maple

How to Get Started on Maple

With more than six million Canadians currently without a family practitioner, getting fast and reliable access to healthcare is top of mind for many. Maple makes it easy. At Maple, we connect patients to Canadian-licensed primary care providers — including doctors and nurse practitioners — medical professionals, 24/7/365. You can sign up on this page to start the Maple process.

Once you’re signed up, read on to get detailed information on the sign-up process, best practices for filling out your intake form, and other features Maple offers.

Step 1: Create your account

Download Maple on the Apple app store or the Google Play store, or sign in on desktop through getmaple.ca.

After you click on “Get started now,” you’ll proceed to the account set- up page. This information will inform us on your preferred method of contact, name, and gender. Once you complete this form, there’s just one more step before you can access your dashboard — confirm your email.

If you don’t receive one, check your junk folder. Maple uses an automatic system to send out the confirmation email, and sometimes it gets filtered into the spam folder. 

Once you’ve confirmed your email, you can click on the Dashboard link at the top right of the page. Take a moment to familiarize yourself with the available options.

Step 2: Get care

After clicking “Get Care,” select your province and who the appointment is for. You can choose yourself or select someone in your care. At this stage, you can see how Maple can help you in three areas: primary, specialty, or proactive care. 

Step 3: Choose the type of provider you’d like to see 

When you choose virtual care with Maple, you can access specialty medical professionals without waiting weeks for a consultation. You can choose between mental health professionals, dermatologists, and many more. 

For an initial consultation or for common health issues, we suggest starting with a primary care provider such as a doctor or nurse practitioner.

Step 4: Tell us about the symptoms you’re experiencing

Now is the time to tell us about your symptoms. You can select from the options — choose more than one if necessary. You can also use the “other” option and enter your specific reason for visiting us today. At this stage, you can also indicate whether you’ll need a prescription or a sick note.

Provide as much information as you can. The primary care provider will review the information to determine whether virtual care is right for your situation. If not, we will notify you and recommend in-person care. 

Step 5: Head into the virtual waiting room

After completing your payment — whether for a consultation or a membership, depending on your province — you will proceed to our virtual waiting room, where you can expect a short wait time.

 In some cases, we’ll ask you to verify your identity by uploading a copy of your ID to your patient profile, consultation request, or directly into the chat box when prompted.

Step 6: Begin chatting with the provider via text

When your appointment begins, you and your provider will discuss your symptoms and relevant medical history, and you’ll answer any follow-up questions the physician may have. You or the provider can request photos to be sent, or have a video or audio call.

To participate in a video call, you will need internet access and a camera-enabled device. For added convenience, you can download the Maple app on your smartphone or device. 

Step 7: Next steps

During your consultation, your provider may make a diagnosis. If more than one condition applies to your symptoms, they may order blood work or other tests before providing treatment options.

If you receive a prescription, you have the option of having it sent directly to a pharmacy near you or delivered right to your door. After your interaction, you can rate your experience and provide feedback; your feedback helps us improve the Maple experience for yourself and all Maple users. 

FAQs for Maple virtual care

If you have more questions, you may find the answer below or on our Help desk— if not, our friendly customer care team is standing by to help.

Does Maple provide access to specialists? 

Yes, Maple provides access to specialists. Although their availability varies by province, we generally offer the following specialist care providers:

Mental health physicians: Mental health physicians are general practitioners who can diagnose and manage common conditions like depression, and anxiety, as well as provide online prescriptions, if necessary.

Dermatologist: A dermatologist specializes in skin conditions of the skin, including rashes, acne, hair loss, and nail infections.
Naturopathy: Naturopathic doctors diagnose, prevent, and treat acute and chronic illnesses by identifying the underlying cause and using the healing powers of nature to support and stimulate the body to heal itself. 

Diet and nutrition: Dieticians use the connection between food and well-being to help improve your health.

Oncology: The oncology team at Maple can provide a second opinion and discuss cancer treatment options and available clinical trials.

Sleep therapy: A sleep therapist specializes in sleep disorders, including snoring, insomnia, and sleep-walking. 

Dermatologist: A dermatologist specializes in conditions of the skin, including rashes, acne, hair loss, and nail infections.

What documents do I need to provide when you register with Maple?

The only physical information you’ll need to provide is a copy of your government-issued photo ID. You can upload a copy into your patient profile or consultation request.

How do I get a prescription on Maple?

Through primary care providers, Maple allows you to get the prescriptions and prescription renewals you may need. Be clear about your prescription needs in your consultation request, including whether it is a renewal, your current dose, and how many you need. 

Prescriptions are issued at the discretion of the service provider — if we are unable to assist you, we’ll tell you before the consultation, and you won’t be charged. Maple physicians do not prescribe narcotics or controlled substances.

What can a virtual appointment not help me with?

While Maple can provide a variety of services, it does have limitations.

We are unable to provide emergency medical care, including but not limited to:

• Broken or fractured bones and other musculoskeletal issues
• Chest pain
• Shortness of breath
• Loss of neurologic function
• Abdominal/gastrointestinal symptoms

We are not able to complete Workplace Safety and Insurance Board (WSIB) or other specialized disability forms — you will need an in-person appointment for that.

Being engaged and understanding the features available on Maple will help you make the most of your experience. Start by getting comfortable with the platform’s tools and ensuring your tech is ready to go. Jot down your symptoms, questions, and any relevant medical history before your appointment. And if you have any questions, contact our customer support team or consult our Help Desk.

The information presented here is for educational purposes and is not meant to replace the advice from your medical professional. Virtual care is not meant for medical emergencies. If you are experiencing an emergency like chest pain or difficulties breathing, for example, please call 911 or go to your nearest emergency room.