Military Family Virtual Healthcare Program (MFVHP)

Frequently Asked Questions

• What is Telemedicine?
  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.
  Telemedicine has evolved to include video conferencing and secure messaging. With the click of a button, Canadians can access virtual care conveniently and quickly.
• How do I add family members?
  Once you have completed your registration, you can add eligible family members to your account from within the Maple site during your account setup. For more information on how to register and setup your account, please visit our Account Setup Video. 
• When are the doctors and healthcare providers available?
  When you initiate a request for service through Maple, you will be connected immediately to a physician. 
  
  Visits work just as they would if you were seeing a doctor in person. Our doctors can assess symptoms and provide treatment, including prescriptions, as necessary. If the doctor thinks your condition requires in-person care, they may tell you to go to a clinic for an examination.
   
• When should I use the Military Family Virtual Healthcare Program?
  Maple offers families safe, quick, and on-demand access to Canadian-licensed doctors. Use Maple for any health concerns you’d take to a walk-in clinic such as a cold, stomach issues, tinnitus, UTI, strep throat, etc.
  
  Maple’s online doctors can diagnose and prescribe treatment for many illnesses. If their doctors determine that they’re unable to help you based on the information you submit before your visit, they may reject your request. 
• When should I not use this telemedicine service?
  You should not use Maple in the case of a medical emergency. If you’re in need of urgent, life-saving care, call 911 immediately. 
• Can I get a prescription by using this service?
  Yes, Maple’s doctors and nurse practitioners are able to prescribe almost any medication, excluding controlled substances.
  
  Once a doctor or nurse practitioner has given you a prescription, you’ll have the option to pick it up from a pharmacy of your choice, or we’ll deliver it right to your door at no additional cost.
   
• Can I get a doctor’s note?
  Yes, Maple’s doctors and nurse practitioners are able to write you a digital sick note for work or school if necessary.
• Can I get lab work or a referral?
  Maple does offer lab work, including blood tests, X-rays, and ultrasounds. A doctor can create a requisition that you will be able to download and take to any lab or medical imaging centre.
  
  Once your results come in, you will be notified. If follow up is required, Maple will let you know and you can request an online doctor visit.
• Can I see the same doctor every time?
  No, as the physician matching system is based on availability, it’s unlikely you’ll be paired with the same doctor. This is to ensure that all Maple users receive immediate access to a doctor when needed.
• Is the service available in all provinces and territories?
  Yes, this bilingual service is available in all communities across Canada.
• Can I make my existing medical records available to the participating doctors?
  Yes, the Maple platform allows you to upload your existing medical records onto their telemedicine platform. Only you, the patient, can do this function. 
• Is my information private and secure?
  Yes, your personal and health information is completely private. Maple takes confidentiality very seriously. Maple minimizes the type of information it collects from users, and only uses patient information to provide products and services in accordance with Maple's Terms of Use and Privacy Policy. Maple invests heavily in its security infrastructure, and undergoes regular third-party audits to verify security and compliance controls to ensure your information is safe and secure. You also retain complete control of your personal health information at all times. 
• Who do I contact if I have questions regarding my registration?
  If you have questions about this program, you can contact the Family Information Line at 1-800-866-4546.
• Who do I contact if I am having technical issues with my Maple account?
  Maple customer support for patients is available from 7am-10pm ET everyday via chat support.  Click here for technical support and the chat bubble will appear in the bottom right hand corner of your screen. You can also email [email protected]. 
• Will I need to pay for this service?
  No, you don’t need to pay for this service. 
• Is this service offered in both official languages?
  Yes, all services are offered in both French and English.
• Can I schedule an appointment on behalf of a dependent, and does the dependent need to be present for the virtual consultation?
  Yes, you can initiate a physician consultation on behalf of you dependents, as long as they are present during the virtual consultation.
• How are Maple’s doctors and healthcare providers selected?
  Maple doctors are hand-selected, qualified doctors and healthcare providers from across Canada. They’re the same providers you’d see in person. The network of general practitioners also includes nurse practitioners who undergo a similar selection process across the country.
  
  Your Maple doctor will always be licensed to practice in your province or territory. 
   
• Is telemedicine a recognized practice in Canada?
  Every province supports telemedicine as a practice, even though not all virtual care services are covered under provincial health benefits. 
• What do I do if I do not have a CF One Card?
  If you do not have a CF One Card please register for one. Once you receive your card, number if may take up to a week for your number to be approved within the Maple platform. 
  
  Please contact the Family Information Line at 1-800-866-4546 for temporary access to this service. 
   
• What do I do if my CF One Card is not approved?
  Is your CF One card still valid? If not, please renew your card
  
  Has your card been activated within the last 7 days? If yes, please note that it may take up to 7 days for your new or updated CF One card number to be activated in the Maple system. Once your card is activated in the system you will be able to create your account. 
  
  If you continue to have issues with creating an account, please contact the Family Information Line at 1-800-866-4546 or [email protected]. 
• Can an active serving Canadian Armed Forces member use this program?
  No. This program is only available to the dependents of active serving CAF members.
  
  Please note that in the case of a single parent household or dual serving parent household, an active serving CAF member is able to create an account on behalf of their non-serving dependent(s).