Frequently Asked Questions

• What is the Veteran Family Telemedicine Service?
  The Veteran Family Telemedicine Service provides Veterans of the CAF, their families and/or survivors who do not have a primary health care provider with access to Maple, a national virtual care network of licensed physicians and nurse practitioners. Through Maple, Veterans of the CAF, their families and/or survivors can securely connect with clinicians via messaging, audio, or video.
  
  This service offers two years of access to Maple, ensuring timely primary care during the transition to civilian life.
  
  The Veteran Family Telemedicine Service is funded through Veterans Affairs Canada in partnership with Canadian Forces Morale and Welfare Services.
   
• Who is eligible?
  Veterans of the CAF and their families are eligible if they:

  • Released on or after April 1, 2025
  • Do not have a regular primary care provider (like a family doctor, nurse practitioner) or clinic—not walk-ins 
  • Do not have access to cost-free virtual care services in their jurisdiction

  
  Surviving families of a serving CAF member or a Veteran who released on or after April 1, 2025 are also eligible.
  
  Eligible Veterans of the CAF, their families and/or survivors have until March 31, 2027, to sign up for the telemedicine service.
• What is new in 2026?
  In 2026, the Veteran Family Telemedicine Service was extended to provide an additional year of access to Maple for currently registered users. Eligibility was also expanded to include all Veterans of the CAF—not just medically released Veterans—their families and/or survivors.
• Who do I contact if I have questions about my eligibility or my registration?
  If you have questions about your eligibility, this program or other services offered through the Veteran Family Program, please contact the Family Information Line at 1-800-866-4546 or FIL-LIF@cfmws.com.
• How do I add family members?
  After completing your registration, you can easily add family members to your account while setting up your Maple profile.
• When are the doctors and healthcare providers available?
  When you request a service through Maple, you will be connected to a physician right away. Your virtual visit works much like an in-person appointment. The doctor will assess your symptoms and provide treatment, including prescriptions if needed. If they determine that your condition requires in-person care, they will advise you to visit a clinic for further examination.
• 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.
• When should I use the Veteran Family Telemedicine Service?
  Maple’s virtual care service offers families safe, quick, and on-demand access to Canadian-licensed doctors. Use Maple for any non-emergency 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 can prescribe most medications. Once a doctor or nurse practitioner provides a prescription, you can choose to pick it up at a pharmacy of your choice, or have it delivered to your door at no extra cost. 
  Some prescriptions cannot be ordered virtually due to legal, safety and clinical requirements. This includes:

  • Controlled substances (e.g., opioids, stimulants) that require in-person assessments by law; 
  • Medications needing physical monitoring, such as those requiring blood tests or blood pressure checks;
  • Provincial regulations, which may restrict certain renewals to in-person visits;
  • Provider judgment, if a virtual care visit cannot ensure safe and appropriate care.
• 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 a referral for lab work?
  Maple can provide a referral for 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 center. 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. 
• Who do I contact if I am having technical issues with my Maple account?
  Maple provides 24/7 support through its chatbot, with live agents available daily from 7:00 a.m. to 10:00 p.m. EST. You can also reach Maple by email at hello@getmaple.ca. For accessibility inquiries or support, contact accessibility@getmaple.ca.
• 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.
  
  Personal information used to determine your eligibility for the Veteran Family Telemedicine Service is collected under the authority of the Veterans Well-being Act and National Defence Act.
• Why is the program duration only two years?
  The Veteran Family Telemedicine Service is a pilot program that provides support for two years and is not intended to replace the provincial health care system in your region. All participating families are encouraged to register with their local health authority for a family doctor. Recognizing that the time needed to find a local physician in many regions can be lengthy; the Veteran Family Telemedicine Service works to ensure eligible families can receive timely care while they work to locate a family doctor.
  
  If you are not sure where to find a doctor in your region, please visit the following link:
  https://cfmws.ca/support-services/health-wellness/health-care/health-care
• What happens if I am already registered for the Veteran Family Telemedicine Service?
  Registered users will receive an additional year of access to Maple.
• 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 a dependent, 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. Our network of general practitioners also includes nurse practitioners who undergo a similar selection process across the country.
  
  Maple’s network of healthcare providers includes family doctors, ER doctors, specialists and other allied health providers with their own practices who use telemedicine. Your Maple doctor will always be licensed to practice in your province or territory.
• 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.
  
  With the onset of the COVID-19 pandemic, Canada saw a significant increase in the use of virtual care. Although not new, telemedicine has evolved to include video conferencing and secure messaging. With the click of a button, Canadians can access virtual care conveniently and quickly.
• 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. In our case, the Veteran Family Telemedicine Service will provide eligible families with two years of telemedicine access through Maple.