Overview
We know how important it is for you to efficiently review patient requests and determine which ones you can accept. As a vital resource for millions of Canadians, we aim to provide greater flexibility in how you engage with the platform while ensuring timely access to care for all patients.
To support this, we’re launching a Pilot Project to reintroduce the ability to reject requests that can’t be resolved online — while also introducing acceptance rate tracking and an improved set of rejection reasons. Our goal is to make your experience more efficient while maintaining patient access to care. As always, we’ll be seeking your feedback throughout this process.
What You Need to Know
Two Options for Requests That Can’t Be Resolved Online
Triage Visit Option (Paid Consultation)
If a request requires in-person care, you can:
Accept the request and conduct a brief triage visit (approximately 10 minutes).
Assess the patient’s condition, gather key information, and provide clear next steps.
If you determine virtual care is not appropriate, guide the patient to the next best step (e.g., in-person care).
Complete the visit “With charge” and receive full payment.
New “Reject” Button (Pilot Feature)
Starting March 17, 2025, for Ontario B2C members, you’ll have the option to reject a request instead of accepting it. This pilot is ongoing until further notice.
You’ll be asked to select a rejection reason from a dropdown menu.
If you choose a reason from the list, it will only be shared internally (the patient will receive a general next-steps message).
If you enter a custom reason, it will be shown exactly as written to the patient. Please keep it clear and professional.
Rejection Reasons & Patient Messages
Rejection Reason (shared internally with Maple) | Corresponding Patient Message |
Request involves controlled substances | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that you may require controlled medications such as narcotics, which cannot be prescribed by doctors and nurse practitioners on Maple due to regulatory restrictions and the need for ongoing monitoring.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Multiple concerns in one request | A healthcare provider has thoroughly reviewed your request.
Our doctors and nurse practitioners are able to address one health concern per visit. Your request includes multiple concerns that require separate assessments.
Next Steps: Please try again and focus on one main concern. If you have additional concerns, please submit them as separate requests.
If virtual care is appropriate, you’ll be notified right when a provider accepts your request. If it isn’t, in-person care may be recommended.
More Resources: |
Single complaint but too long/ complex for visit fee | A healthcare provider has thoroughly reviewed your request.
Based on the details you shared, they’ve indicated that your concern may be too complex to address virtually. It may be best to seek in-person care to ensure your needs and concerns are fully and appropriately addressed. Some conditions, including certain physical health issues and complex mental health concerns, may require a physical examination, testing, or more in-depth assessment that cannot be performed virtually.
Next Steps: You may try resubmitting your request for another doctor or nurse practitioner to review for a second opinion, or you may proceed with seeking in-person care.
More Resources: |
Not within my area of expertise | A healthcare provider has thoroughly reviewed your request.
Kindly note that some conditions, including certain physical health issues and complex mental health concerns, may require a physical examination, testing, or more in-depth assessment that cannot be performed virtually.
Next Steps: You may try resubmitting your request for another doctor or nurse practitioner to review for a second opinion, or you may proceed with seeking in-person care.
More Resources: |
Unclear or missing key details | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that there isn’t enough information in your request to help them determine the appropriate next steps.
Next Steps: Please try again with more details about your symptoms, medical history, and any other relevant information to help our providers understand your needs and to determine if they’re able to safely help you on Maple.
If virtual care is appropriate, you’ll be notified right when a provider accepts your request. If it isn’t, in-person care may be recommended.
More Resources: |
Concerned about the patient’s tone/ demeanour | Seeking medical care can sometimes feel stressful, and we’re here to support you.
The way in which you shared your details may not meet our best practices for a consultation request.
Next Steps: You may try resubmitting your request using our best practices for another doctor or nurse practitioner to review for a second opinion, or you may proceed with seeking in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Requires internal ear exam | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that a physical ear examination is required, which cannot be conducted virtually.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Requires listening to the lungs | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that a physical lung examination is required, which cannot be conducted virtually.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Requires general physical exam | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that a general physical examination is required, which cannot be conducted virtually.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Video may be required and I'm unable to | A healthcare provider has thoroughly reviewed your request.
Based on the details you shared, your request may require a detailed visual examination.
Next Steps: You may choose to seek in-person care to ensure your needs and concerns are safely and appropriately addressed. Alternatively, you can try resubmitting your request for another doctor or nurse practitioner to review for a second opinion, as your concern may be amenable to a video examination.
More Resources: |
Requesting a specific Rx or test I may not be able to provide | A healthcare provider has thoroughly reviewed your request.
Based on the details you shared, they’ve indicated that you may be looking for a specific test or treatment. Please note that certain tests or treatments may not always be appropriate or safe for your health. Instead of requesting a specific outcome, consider describing your symptoms and concerns only. This allows our healthcare providers to assess your condition and recommend the most suitable course of action. You may also specify that you’re open to discussing alternative approaches to address your needs.
Next Steps: Try resubmitting your request using our best practices for another doctor or nurse practitioner to review for a second opinion, or proceed with seeking in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Inappropriate note request | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that you may require a note that cannot be issued on Maple. Please note that our doctors and nurse practitioners cannot issue notes that are backdated beyond one week, or for extended periods of time.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
Form completion request | A healthcare provider has thoroughly reviewed your request.
They’ve indicated that you may require the completion of a form that cannot be filled in on Maple. For example, our doctors and nurse practitioners do not typically complete WSIB or school absence forms.
Next Steps: Please seek in-person care to ensure your needs and concerns are safely and appropriately addressed.
More Resources: |
I’d typically accept this, but I don’t have time now | A healthcare provider has thoroughly reviewed your request.
Based on the details you shared, they’ve indicated that your concern may be too complex to safely address virtually. It may be best to seek in-person care to ensure your needs and concerns are fully and appropriately addressed. Some conditions, including certain physical health issues and complex mental health concerns, may require a physical examination, testing, or more in-depth assessment that cannot be performed virtually.
Next Steps: You may try resubmitting your request for another doctor or nurse practitioner to review for a second opinion, or you may proceed with seeking in-person care.
More Resources: |
Request is in a language I don’t speak | A healthcare provider has thoroughly reviewed your request.
It looks like you may have written your request in a different language than the one set in your account settings.
Next Steps: Check your account settings to update your language preferences, and resubmit your request in your current chosen language.
More Resources: |
Acceptance Rate Tracking
As part of this Pilot, we’re introducing a new metric: acceptance rate — the percentage of requests you accept after reviewing them.
We’ll monitor acceptance rates to ensure the reintroduction of the rejection button doesn’t lead to a decline in historical acceptance patterns.
While we understand some requests may not be appropriate for virtual care, we encourage providers to accept at least 25% of reviewed requests (roughly one in four) to maintain a strong patient experience.
Why This Pilot Matters
The results of this pilot will help determine whether the rejection button remains a permanent feature on Maple. We aim to:
Improve provider satisfaction and workflow flexibility.
Maintain stable acceptance rates at both the individual and network level.
Gain insights to refine how we distribute patient requests moving forward.
Share Your Feedback
Your insights help us improve Maple for both patients and providers. If you have any feedback on the rejection reasons or suggestions for further enhancements, we’d love to hear from you. Reach out to us at [email protected].