Telemedicine service FAQs

Questions and Answers

Q1. What is telemedicine?

A1. 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 location 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.

Q2. What is the Veteran Family Telemedicine Service?

A2. The Veteran Family Telemedicine Service provides Veterans of the Canadian Armed Forces, their families and/or survivors who do not have primary health care provider with access to Maple, a national virtual care network of licensed physicians and nurse practitioners. Through Maple, Veterans, their families and/or survivors can securely connect with clinicians via messaging, audio or video.

This service offers two years of access to Maple, ensuring timely primary care during the transition to life after service.

The Veteran Family Telemedicine Service is funded through Veterans Affairs Canada in partnership with Canadian Forces Morale and Welfare Services. Eligible Veterans, their families and bereaved families of Veterans that have released on or after 1 April 2025 can register for the service. The registration period will end on 31 March 2027.

Q3. What is new in 2026?

A3. In 2026, the Veteran Family Telemedicine Service was extended to provide an additional year of access to Maple for currently registered users. Eligibility was also expanded to include all Veterans, their families and/or survivors.

Q4. When are doctors and healthcare providers available?

A4. When you make a request for service through Maple, you will be immediately connected to a physician.

Visits work just as they would if you were seeing a doctor in person. Maple’s 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.

Q5. When should I use the Veteran Family Telemedicine Service?

A5. Maple’s virtual care service offers families safe, quick, and on-demand access to Canadian-licensed doctors. Use Maple for any non-emergency health concerns you’d take to a walk-in clinic such as a cold, stomach issues, tinnitus, urinary tract infection, 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.

Q6. When should I not use this telemedicine service?

A6. 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.

Q7. Can I get a prescription by using this service?

A7. Yes, Maple’s doctors and nurse practitioners can prescribe most medications. Once a doctor or nurse practitioner provides a prescription, you can choose to pick it up at a pharmacy of your choice, or have it delivered to your door at no extra cost.

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 it can be delivered right to your door at no additional cost.

Some prescriptions cannot be ordered virtually due to legal, safety, and clinical requirements. This includes:

• Controlled substances (e.g., opioids, stimulants) that require in-person assessments by law;
• Medications needing physical monitoring, such as those requiring blood tests or blood pressure checks;
• Provincial regulations, which may restrict certain renewals to in-person visits;
• Provider judgment, if a virtual care visit cannot ensure safe and appropriate care

Q8. Can I get a doctor’s note?

A8. Yes, Maple’s doctors and nurse practitioners are able to write you a digital doctor’s note for work or school if necessary.

Q9. Can I get lab work or a referral?

A9. 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.

Q10. Can I have VAC medical forms completed by Maple’s practitioners?

A10. No, Maple’s healthcare practitioners cannot complete medical forms such as VAC medical questionnaires.

Q11. Can I see the same doctor every time?

A11. No. The physician matching system is based on availability, so it’s unlikely you’ll be paired with the same doctor each time. This is to ensure that all Maple users receive immediate access to a doctor when needed.

Q12. Is the service available in all provinces and territories?

A12. Yes, this bilingual service is available in all communities across Canada.

Q13. Can I make my existing medical records available to the participating doctors?

A13. Yes, the Maple platform allows you to upload your existing medical records onto their telemedicine platform. Only you, the patient, can do this function.

Q14. Who do I contact if I am having technical issues with my Maple account?

A14. Maple provides 24/7 support through its chatbot, with live agents available daily from 7:00 a.m. to 10:00 p.m. EST. You can also reach Maple by email at hello@getmaple.ca. For accessibility inquiries or support, contact accessibility@getmaple.ca.

If Veterans have completed the registration properly but are still denied access, they will be directed to contact the CAF Release Benefits Administration (RBA) via email, at CMP_DPSP_RBA_ABL_DPPS_CPM@Forces.gc.ca, and provide the following information:

• Subject Line: CFMWS/Maple Registration Issue
• Email Body:
  • First name, Last name
  • Service Number
  • Date of Release (if known)
  • A short summary of the issue (e.g., “It appears that my release information has not been properly recorded, as CFMWS/Maple is currently unable to locate my release date/info”.)

The Release Benefits Administration will review the military service records of the released member and correct any issues that may be preventing registration.

Q15. Why is the program duration only two years?

A15. The Veteran Family Telemedicine Service is a pilot program that provides support for two years 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 qualifying Veterans and their families can receive timely care while they work to locate a family doctor.

For more information about where to find a doctor in your community, please consult the Health Care Information by Province and Territory.

Q16. Will I need to pay for this service?

A16. No, you don’t need to pay for this service.

Q17. Is this service offered in both official languages?

A17. Yes, all services are offered in both French and English.

Q18. Can I schedule an appointment on behalf of a dependent, and does the dependent need to be present for the virtual consultation?

A18. Yes, you can initiate a physician consultation on behalf of your dependent, as long as they are present during the virtual consultation.

Q19. How are Maple’s doctors and healthcare providers selected?

A19. Maple doctors are hand-selected, qualified doctors and healthcare providers from across Canada. They’re the same providers you’d see in person. The network of general practitioners also includes nurse practitioners across Canada who undergo a similar selection process.

Maple’s network of healthcare providers includes family doctors, ER doctors, specialists, naturopaths, lactation consultants, and other related health providers who use telemedicine. Your Maple doctor will always be licensed to practice in your province or territory.

Q20. Is telemedicine a recognized practice in Canada?

A20. Every province supports telemedicine as a practice, even though not all virtual care services are covered under provincial health benefits. In our case, the Veterans Affairs Canada (VAC) in partnership with Canadian Forces Morale and Welfare Services will provide eligible families with two years of telemedicine access through Maple.