Veteran Family Telemedicine Service

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.
  
  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.
• What is the Veteran Family Telemedicine Service?
  The Veteran Family Medicine Telemedicine Service connects medically released Veterans and their families to Maple, a national network of Canadian-licensed doctors, nurse practitioners, and healthcare providers who are accessible online via secure text messaging, audio, or video.
  
  The Veteran Family Telemedicine Service provides medically released Veterans of the Canadian Armed Forces and their families one year of access to Maple’s virtual care service. This service ensures that medically released Veterans and their families have timely access to a primary care physician during the first year of transition to life after service.
  
  The Veteran Family Telemedicine Service is part of the Veteran Family Program, funded through Veterans Affairs Canada in partnership with Canadian Forces Morale and Welfare Services.
   
• Who is eligible?
  Veterans of the Canadian Armed Forces and their families, have one year from their medically released date to sign up for the Veteran Family Telemedicine Service. Bereaved families of deceased Canadian Armed Forces members also have access to this service.
• How do I add family members?
  Once you have completed your registration, you can add family members to your account from within Maple during your account setup.
  
  For more information on how to register and setup your account, please visit this Account Setup video by Maple.
• When are the doctors and healthcare providers available?
  When you initiate a request for service through Maple, you will immediately be connected 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.
• 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 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.
• 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. For further details, click here for Maple’s privacy policy.
• 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.
• Who do I contact if I have questions regarding my registration?
  If you have questions about this program or other program offerings within the Veteran Family 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 support@getmaple.ca.
• Why is the program duration only one year?
  The Veteran Family Telemedicine Service is a pilot program that provides support for one year, and is not intended to replace the provincial health care system in your community. 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 communities 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.
  
  Not sure where to find a doctor in your community, please consult the Health Care Information by Province and Territory 
• 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. 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, naturopaths, lactation consultants, 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.
• 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 Program will provide eligible families with one year of telemedicine access through Maple.