There are two scenarios in which audio or video calls are required on Maple:
Patient requests an audio or video call
Consultations that take place on Maple are advertised to patients as being able to take place via text chat, phone call or by video call. This means that many patients will expect these features during their consultation. If you are unable to conduct a phone or video call at a certain time, we ask that you set yourself as unavailable until you can pick up these requests appropriately.
In cases where patients have requested a refund due to a refused video/audio request, provider payment may be revoked.
2. Publicly-billed consultations may have audio or video call requirements
Each province has specific requirements for how consultations take place to be eligible for public billing. In some provinces, an audio or video call is required in order to be covered by provincial health insurance. For a list of requirements, check out our publicly-covered consultations help desk article here.