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Vendor Profile: Maple

 

Maple is a well known player in the Canadian virtual care market, offering a top-tier patient and provider experience through a robust virtual care platform. On Maple, physicians – or any other health professional of interest – have the option to securely text, phone, or video chat with patients to provide diagnosis, treatment, digital prescriptions, lab and image requisitions, and more. Maple is available on desktop/laptop computers through any modern browser (i.e. Chrome, Firefox, Safari), as well as on iOS and Android devices.

Demo Video

Product Overview

Service Lines:

  • Direct to Consumer: Maple’s direct-to-consumer (DTC) application connects patients directly to Canadian physicians within minutes: 24/7/365 with no intermediaries or additional triaging required. After consumers log-in, they first select what type of provider they would like to see. This includes a network of general practitioners, psychiatrists, paediatricians, mental health therapists, and diabetes nurse educators (to name a few). The platform is dynamic and flexible, enabling it to be used outside of a DTC capacity, by other healthcare providers, clinics, and/or larger healthcare organizations looking to quickly launch in-house virtual capabilities and see their own patients – this is referred to as the Outpatient Platform.
  • Clinic Offer: Primary care clinics can use Maple to offer on-demand and/or appointment-based virtual care, while also giving patients the option to access the broader Maple network during those hours when their own providers may not be available (i.e. overnight, weekends, holidays).  Maple offers a multitude of services and features, all hosted and done within the application.
  • Hospital Platform: Maple’s tele-rounding platform allows peer-to-peer multi-person video along with integrated charting and secure messaging, enabling physicians to remotely assess, manage, and treat a list of patients in a hospital or clinic. Most commonly used in an inpatient setting, this technology allows physicians to provide “tele-rounding” care to inpatients each day, while tracking and storing a full record of notes and interactions in the virtual chart. Peripherals such as a digital stethoscope can live stream heart and lung sounds, while the physician assesses patients directly at the bedside using the video functionality. The platform is also used to enhance video-based on-call for specialists and improved coordination of health care providers through compliant instant messaging. As an example of a client using the Hospital Platform, Maple has enabled this organization, once burdened by sporadic and costly locum staffing, to fully and consistently staff its inpatient ward, and most importantly maintain quality of care for the local community.

Key Features:

Maple offers a multitude of services and features, all hosted and done within the application. The following is a list of some of the key services that can be provided through the platform:

  1. PHIPA-compliant video conferencing
  2. Secure instant messaging
  3. 24/7 access to Canadian-licensed physicians to complement clinic capacity
  4. Fully integrated e-prescribing and prescription fulfilment
  5. Completion of lab and diagnostic imaging requisitions
  6. Provider and patient scheduling for appointment-based virtual visits
  7. On-demand virtual care outside of scheduled appointments
  8. In-app and intuitive medical charting and record keeping
  9. Training and provider onboarding support

Other Services:

In addition to the virtual care technology, Maple also provides consultation services to help advise clinics on the best path to sign-up.  They consult on workflow, clinic set up and patient on-boarding to support optimal execution of virtual care programs.

Jurisdiction:

Maple is available nationwide in Canada.

Functionality

Secure Messaging:

The Maple platform offers secure messaging between patients and providers, but also between providers. This supports a more robust ability to case manage, coordinate on care and simplify patient transitions.

Secure Video:

The Maple platform offers secure video on a proprietary application.

Scheduling:

Maple offers two models of care, on-demand and scheduled.

Clinics can operate via on-demand, which will allow patients to request an on-demand appointment, with wait times defined by clinic. These can be done with the patient’s family physician or can be opened to a general pool of doctors.

Providers can also make themselves available for scheduled visits, directly in the platform.  Scheduling can be set up to be with a specific physician, or a broader pool of physicians.

Visit Triage:

Visit triage is completed by the provider. There is a simple in-take form which allows the patients to select symptoms and enter the reason for the visit.  This gets sent directly to the provider so they can triage and begin the visit after reviewing records and any documents uploaded to the consult.

Integration:

Maple offers continuity of care through the built-in medical record-keeping system, shared across doctors and other healthcare providers on and off the platform. An integration with Dot Health also makes Maple one of the only virtual care provider in Canada with seamless access to employees’ medical records from the community such as family doctor consultations, hospital visits, labs, and x-ray results.

Privacy & Security

Overview:

Maple built its technology from the ground up in-house, taking great care to ensure service parameters and privacy policies were developed in a way that is compliant with medical college regulations, as well as provincial and federal privacy legislation. Furthermore, they have undergone and successfully passed multiple privacy impact assessments for provincial and national entities, in both the public and private sector.

All patient records are encrypted at rest and in transit and are only visible to treating physicians and the patients themselves. Maple’s administration team is not able to access or review any confidential health related patient information. Further, in compliance with Canadian privacy law, patients are able to ‘hide’ records from any interactions on the platform that they do not want visible to doctors they consult on the platform. All sharing of patients’ health records with other providers or programs is only performed at the patient’s direction and with their expressed consent. Additionally, the Maple database is automatically backed up every hour, to ensure records can easily be restored after an unanticipated damage or loss.

All patients on Maple must agree to the Terms of Use and Privacy Policy upon account creation. This is facilitated through the sign-up process and is tracked in our database. Further to this, if there are any requirements to share data back to a clinic or partner, patient consent is captured and tracked upon sign-in when the patient is attached to the respective plan. All patient data is stored on AWS, in Canada, and in accordance with regulations around personal information and personal health information.

Maple has a document outlining all security and privacy policies and procedures which can be made available to clinics upon request.

Compliance Achieved:

Maple has completed the SOC 2 Type 1, and are undergoing the SOC 2 Type 2.  Maple is compliant with both PHIPA and HIPPA, as they have operations in the US.  Maple has passed privacy impact assessments in PEI and in Ontario with hospitals and government.

Location of Servers:

Canada – AWS Canada

Privacy/Compliance Training Available:

Maple has privacy training that all employees are required to complete and this training can be made available for clinics to share with their staff as well.

Maple also has a detailed privacy section in the provider training materials, ensuring that providers on the platform understand the necessary privacy elements that are applicable to them in their virtual practice.

Workflow Considerations

Approach:

The modern and intuitive nature of the platform limits the need to do extensive redesign work before its implementation into a single clinic setting, but Maple will still work with partners to help ensure that the introduction of our platform is seamless and is properly integrated into the clinic’s existing workflow. In addition to the proprietary virtual care training curriculum that all providers have access to, Maple can provide initial guidance to clinics as to what has worked well with other clients who have introduced virtual care, to make the initial go-live period a smooth transition. This includes techniques around how to effectively onboard both patients and providers and how to communicate the service to your community.

Pricing Options

Pricing:

There are three main components to Maple’s pricing methodology that can be adjusted and made flexible based on the payment preferences of clients:

  • Implementation Fees: These fees only apply for larger implementations and/or programs that require significant customizations; for simple primary care clinic setups, implementation fees typically do not apply
  • Licensing Fees: Partners who are using the Maple platform to connect their own providers with their own patients, are charged a per provider per month fee that ranges from $45-65 per provider per month based on the size of the partner
  • Activity-Based Fees: These fees are generally not applicable for partners that are using the Maple platform to provide publicly-covered virtual care services to their patients; if the partner is running a private practice where the virtual care services being provided by the organization’s providers are being paid out of pocket by the patient, Maple typically charge a small activity-based fee that is based on the number of visits that take place through the platform

Current Offerings:

During this time of COVID-19 pandemic, a special offer is available.  

Interested in Maple? Contact Us

Information on this page was provided by the vendor or summarized from vendor websites.