At Maple, we take all concerns and complaints seriously. While healthcare providers on our platform operate as independent practitioners responsible for the care they deliver, Maple’s role is to facilitate feedback and offer operational support within our scope as a technology platform.
This article outlines how complaints are handled on Maple and what providers can expect from our process.
How the Complaint Process Works
When a complaint is submitted to Maple, our team follows a structured process to review, assess, and determine appropriate actions:
Complaint Receipt and Acknowledgement
All complaints are acknowledged upon receipt.
For patient-initiated complaints, we confirm receipt with the individual and advise on next steps, including resolution timelines.
For provider-initiated complaints regarding another provider, we confirm receipt and commit to following our established process for reviewing and addressing concerns.
Complaint Review Process
Patient complaints first reach our Customer Support team. Depending on the nature and severity of the concern, they may be eligible for escalation to the Director of Medical Affairs (DMA) for review and next steps.
Provider complaints are shared directly with the DMA for review.
The DMA helps interpret the feedback and recommends operational actions to support providers and uphold care quality standards on the platform. The DMA does not access specific consultation records unless required, and always with obtained express patient and/or provider consent.
DMA Complaint Review and Escalation Process
When reviewing a complaint, the DMA assigns a score using the following severity framework:
Score | Definitions | Examples |
1 — No Issue or Minor Issue | No impact on patient care or experience, or minor issue. | Minor delay, slight communication gap |
2 — Low | Low impact, causing mild discomfort or dissatisfaction without compromising care quality. | Slightly unprofessional tone, small delay |
3 — Moderate | Moderate effect on care or experience, causing some distress or temporary impact on trust. | Incomplete explanation, moderately delayed diagnosis |
4 — High | Significant impact on patient experience and/or care, compromising trust or potentially affecting outcomes. | Disrespectful behaviour, incorrect advice caught later |
5 — Severe | Critical and severe impact on safety, outcomes, or professionalism. May involve direct harm or serious breaches. | Medical error with harm, discriminatory or abusive behaviour |
Note: This scoring framework is Maple’s own internally developed tool, designed solely for the purpose of supporting and coaching providers who deliver care through our platform. It does not replace or replicate any regulatory or legal process and is not intended for clinical adjudication.
Operational Actions Based on Severity
Depending on the nature and severity of the concern, potential actions may include:
Offering coaching or best practice reminders.
Providing virtual care platform training or policy refreshers.
Temporary, partial, or full suspension of platform access.
In rare, high-severity cases, termination of access to the platform.
Where appropriate, escalating the concern to Maple’s independent Care Complaint Committee for additional review and feedback.
Privacy and Confidentiality
To protect privacy, we do not share specific details about any actions taken in response to a complaint involving another provider.
Rest assured, all concerns are reviewed thoroughly and addressed in line with our internal policies.
This approach ensures a safe, respectful, and confidential process for everyone involved.
Timeframe
The standard timeframe to review, implement actions, and monitor progress is 30 to 60 days from the date of receipt.
Important Notes
Duty to Report
Submitting a complaint to Maple regarding another provider's practice does not replace a provider’s professional or legal duty to report to their regulatory college. Providers remain independently responsible for any mandatory reporting requirements based on their role within a clinical interaction.
Maple’s Role
Maple does not regulate clinical care nor monitor individual consultations. Our role is to act as a feedback facilitator and operational support platform for patients and providers.
Submitting a Complaint about a Provider
If you wish to submit a care-related concern about another provider for review, we encourage you to first reach out directly to the provider in a spirit of support and collaboration to try and resolve the matter informally. This approach promotes a collegial culture and can often address concerns before they need to be escalated.
However, if you're unable to resolve the issue or prefer not to approach the provider directly, you can submit the following details for review to [email protected]:
The provider’s name
A summary of your concerns regarding the case
The date(s) and time(s) of the consultation(s), along with the patient’s initials
Any other pertinent information you feel would be helpful
Important: Please do not take or send any screenshots from consultations.