For OHIP general practitioner consultations, we request that you give the patient at least 5 minutes to respond to the initial message. If there is no response, please send this message: "It looks like you are away from your phone or computer. I’ll leave this chat open for 5 minutes and will check in to see if you’re back!" You are welcome to begin another consultation while you wait.
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If 5 minutes pass with no answer, you can then close the consultation with charge and enter the applicable billing code:
• Patient has a verified health card: 000 Visit Not OHIP Compliant
• No health card: 999 Visit Not OHIP Compliant, no valid health card
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Since patients are limited to one GP consultation per day, our team may reach out to you later to confirm that no treatment took place so that we can assist the user in requesting another consultation.
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For more information on billing codes and payment, check out our OHIP-covered GP consultations help desk article here.

For on-demand consultations, we request that you give the patient at least 5 minutes to respond to the initial message. If there is no response, please send this message: "It looks like you are away from your phone or computer. I’ll leave this chat open for 15 minutes and will check in to see if you’re back!".

If 15 minutes pass with no answer, you can then close the consultation without charge. You are welcome to begin another consultation while you wait.

For specialties where the wait time is significant, it may be appropriate to give the patient longer to respond, at your discretion.

Per our cancellation policy, the patient is charged the full consultation fee and you get your full payment regardless of whether or not the patient actually shows up for the visit. We ask that you be available to start the consultation should the patient arrive at any point within the scheduled time. The consultation will end as scheduled regardless of when the patient arrives — i.e. the patient forfeits the time they missed for being late rather than you being expected to extend the visit. As such, you should only complete the consultation with charge at the end of the scheduled time slot.

If a patient doesn't show up for a visit and you'd like to complete the visit before the scheduled completion time, we ask that you do so without charging the patient. This is because they have paid for the full duration of the visit and, once you've completed the visit, they will not have the opportunity to have an abbreviated chat with you should they arrive late.

For B2B consultations, we ask that you give the patient at least 10 minutes to respond to the first message. If there is no response, please leave a message inviting them to resubmit their request when they are available.

You can then close the consultation with charge.
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For full details, please see our Maple Policy on Corporate Consultations, available here.