Virtual Health Care for Islanders without a Primary Care Provider FAQ

This page answers common questions about the virtual care for Islanders without a primary care provider service provided through Maple, a secure online healthcare platform.

To use Maple, you must either: 

• Have registered for the Provincial Patient Registry and subsequently received an invitation to register for Maple from Health PEI OR
• Been a patient of a doctor listed on the Find Health Care web page who has closed their practice.  

Learn more about virtual health care for Islanders without a Primary Care Provider.

If you do not find the answer to your question on this page, contact the Virtual Care Technical Support Desk 

• Telephone: 1-855-506-3963 (toll-free) 
• Email: virtualcare@ihis.org

Maple clinic hours

Day	Time
Monday	8 a.m. – 5 p.m.
Tuesday	8 a.m. – 5 p.m.
Wednesday	8 a.m. – 8 p.m.
Thursday	8 a.m. – 8 p.m.
Friday	8 a.m. – 5 p.m.

Frequently Asked Questions

Errors and payment messages

• Why do I get an “Information provided was invalid” message when I try to register?
• Why am I being asked to pay?

Service provision

• Who will provide services?
• Will I have the same doctor each time I am on Maple?
• What services does Maple offer?
• Will I always get to talk with a doctor?
• Can someone join me for my virtual visit?  
• What if the visit does not meet my needs?

Preparation

• How do I prepare for a virtual care visit?   
• How do I request a virtual visit using Maple?   
• What if I don't have a computer, cellphone, or tablet to use for a Maple visit?

Lost connections

• What if I lose connection while waiting for a Maple visit? 

Privacy

• What about my privacy?   

Why do I get an "Information provided was invalid" message when I try to register with Maple?

This error can happen for several reasons:   

• You recently registered with the Provincial Patient Registry and your information has not yet been added to Maple’s system. (This entire process may take up to three weeks from the time you sign up for the Provincial Patient Registry).
• You are not eligible for the virtual health care service.
• You are not on the Provincial Patient Registry.
  • If you do not have a family doctor and would like to be added to the Provincial Patient Registry, complete the online Provincial Patient Registry Application Form.
• There was an error in the health card number in the Provincial Patient Registry.

Why am I being asked to pay?

You will never be asked to pay when using the PEI Unaffiliated Virtual Care program to access Maple free of charge. 

If this happens, sign out and follow the steps below to make sure you are on the PEI Virtual Care program Maple login page:

1. Go to the Maple login page. (A Health PEI logo should appear at the top of the page.)
2. Enter your PEI Health Card number, remove any leading zeros and then select "Continue." (The page will accept up to nine digits; your health card number may be shorter.) 
3. Enter your home address, postal code and city or town. Select "Continue." You will be brought to the sign in for access to the Virtual Care program page.
4. Enter your email and password to sign in.

A Health PEI logo means you are covered under the PEI Unaffiliated Virtual Care program. This means when requesting a “Get care” visit through Maple you will not be prompted for payment.

If you are still being asked to pay, email the Maple support team at support@getmaple.ca. Explain to them that you should be registered for the “PEI Virtual Care Program for Patients without a Primary Care Provider.” They can help to convert your account.

Who will provide services?

Doctors licensed to practice in Prince Edward Island provide services on Maple through the PEI Unaffiliated Virtual Care Program. 

Will I have the same doctor each time I am on Maple?

You may see different doctors with each visit, but each doctor can see notes from your past visits on Maple. 

You can access and download your records on Maple anytime and provide them to other doctors or health care professionals you may see outside of Maple.

What services does Maple offer?

The physician may be able to

• assess and treat any issues they feel can safely be treated virtually
• write prescriptions (apart from controlled substances) and fax them directly to your preferred pharmacy
• order tests such as blood work and x-rays
• write a sick note 

Not all care can be provided virtually. If the provider reviews your symptoms and feels you need an in-person visit or emergency care, they will let you know.

Will I always get to talk with a doctor?

Not always. While some health issues are common, not all care can be provided virtually. If the physician declines a virtual visit, they will provide you with the reason when you receive your notification. 

If you get a message that you need an “In-person consult/assessment/visit,” the doctor has decided that your health issue cannot be assessed on Maple. 

Other options for care include visiting a walk-in clinic or an emergency department if urgent. Additionally, Island pharmacists can assess and prescribe for many common ailments. See the Find Health Care web page for more health care options.

If in doubt, call 8-1-1 to receive helpful guidance about health services available in the province.

Can someone else be on the virtual visit with me?

A support person, such as a family member or friend, may join you in your physical location during the visit. 

What if the visit does not meet my needs?

If you feel that the virtual visit is not meeting your needs, you can end the visit at any time and seek other forms of care. 

How do I prepare for a virtual care visit?

Like an in-person visit, there are some things you can do before the virtual visit to make sure that your consultation runs smoothly.

Learn more about preparing for a virtual care appointment,

How do I request a virtual visit using Maple?

1. Login

Log in to Maple or open the Maple-24/7 Online Doctors App (free from Google Play or the Apple App Store). 

Select “Sign in” from the homepage and sign in with your email and password.

Select "Get care.”

 

2.  Enter your information

The app will ask for your location to confirm you are in PEI.

Select who the visit is for (yourself or someone else in your care). 

When asked “What type of provider would you like to see?” select “PEI General Practitioner.”

Select your symptoms. Select if you need a note or prescription. Under “Tell us more.” Describe the details from your visit (you must enter at least 25 characters). 

Once you select “Continue to Pairing,” the app will match you with the next available doctor.  

See an example of a how to book a consultation with Maple

Note:  If payment is requested, your account is not under the PEI Unaffiliated Virtual Care program. See Why am I being asked to pay? 

3.  Receive a response from a family doctor.

The first available doctor will review your request to determine if they can help you through Maple and notify you if the request cannot be completed virtually. 

While you wait for a response you may add additional medical records. You may also add a guest to your call.  

Wait times vary from a few minutes to several hours.

What if I lose connection while waiting for a Maple visit? 

If the browser or app closes, or you lose connection to Maple during a visit, you can attempt reconnecting to Maple.

What about my privacy?

Health PEI, Maple, and health care providers offering virtual care are committed to protecting the privacy of your personal health information by following the Health Information Act. 

Virtual health care providers follow the same policies as those providing in-person medical care. Only those health care providers involved in your care can see or hear your personal health information.

If possible, to help protect your privacy:

1. Use a private location for your virtual visit.
2. Use a private network rather than a public one (such as at a coffee shop).

If at any time you feel your privacy is at risk, let the health care provider know and make another appointment.

If you have any questions about privacy, please visit Privacy and Your Personal Health Information or contact us at healthprivacy@ihis.org.

What if I do not have a computer, cellphone or tablet to use for a Maple visit?

If you do not have the equipment required, the PEI Community Navigators listed below can provide you with a laptop free of charge, to use during your Maple visit.  

Community Navigator: Western PEI
455 Main Street
Alberton
Tel: 902-853 3636
Email: Scott.Smith@cbdc.ca 

Community Navigator: Central PEI
Kensington Town Hall (upstairs), 55 Victoria Street East
Kensington
Tel: 902-598-7560
Email: Peggy.Miles@cbdc.ca 

Community Navigator: Eastern PEI
Montague Business Centre
LaunchPad PEI 
544 Main Street, Suite 102
Montague
Tel: 902-969-5989
Email: Lindee.Gallant@cbdc.ca