Virtual Health Care for Islanders without a Primary Care Provider 

If you are an Islander without a primary care provider you may be able to access health services from a family physician using your computer, smartphone or tablet. Through a secure healthcare platform powered by Maple, you can connect to a PEI physician who can treat you for a variety of conditions over instant messaging, audio, or video chat.

This virtual care program is a temporary measure to improve access to care during COVID-19 and does not replace the need for a permanent primary care provider. The cost for this service will continue to be covered by the government of Prince Edward Island until March 31, 2022.  

Please note the Virtual Care Clinic hours have temporarily changed as follows:

Monday:  8 a.m. – 5 p.m.
Tuesday:  8 a.m. – 5 p.m.
Wednesday:  12 – 9 p.m.
Thursday:  12 – 9 p.m.
Friday:  8 a.m. – 5 p.m.

Future updates regarding clinic hours will be posted to this web page and on the Health PEI Maple log in page. 

For anyone with symptoms consistent with COVID-19, please contact 811.

Who is eligible for this program?

Patients who are currently waiting on the Provincial Patient Registry will be offered temporary access to the virtual care program. Once your name is sent to the Virtual Care Office you will receive an email or letter confirming you are able to register online. Make sure when you register that you put in your Health Card number and then you should not be charged a consultation fee.

Please note:  Registering for this program will not affect a patient’s position in the Patient Registry. Patients will maintain their place on the Patient Registry. If you are interested in this program, you must ensure your information is current and on the registry. When the Patient Registry assigns you to a primary care provider you will no longer be eligible for this program and will be removed from the HPEI+Maple program.  

How do I register? 

Make sure when you register that you put in your Health Card number and then you should not be charged a consultation fee. You can confirm you are registering for the correct program because you can see the Health PEI logo in the top left corner of your browser (see link below). 

  1. First, click the link below, which takes you directly to the registration page:  
    https://app.getmaple.ca/register/p/PEI-unaffiliated-virtual-care
  2. Then, enter the number on your PEI Health card and then hit "Continue".
  3. This take you to the account info page, where you will make your Maple account, which needs a password. 
  4. Follow the prompts to complete registration. You may have to confirm your account by email, text, or telephone.

Troubleshooting: I can’t register. I get an error ‘information provided was invalid’Maple Troubleshooting Error Message

The Health Card Number is not in the Maple verification system. This error can be caused a few different ways. (Note: The number of digits in your Health Card number does not make a difference, the system shows 9 as an example)

  • you just registered with the patient registry and your information has not been added to the verification system yet
  • there was an error in the health card number that either was entered in the Patient Registry or given to maple
  • you are not eligible for the Health PEI + Maple program
  • you are not on the patient registry

Email HealthPEIMaple@ihis.org if you are eligible and unable to register.

What will a virtual visit offer?

The PEI physicians associated with the program can assess and treat many of the issues and conditions they would be able to treat in a physical clinic setting. A virtual care provider can digitally write prescriptions (with the exception of narcotics) that can be faxed directly to your preferred pharmacy as well as issue lab and imaging requisitions. Specialist referrals can be completed at the discretion of the physician.

Not all care is appropriate to do by messaging, audio or video chat. If your virtual care provider reviews your symptoms and feels you need an in-person consult or emergency care, they will recommend you visit a walk-in clinic or emergency department.  

Some of the most common conditions successfully treated through Maple Virtual Care include:

  • Cold and flu
  • Eye and ear infections
  • Minor allergic reactions
  • Minor injuries
  • Urinary tract infections
  • Sexual health issues
  • Mental health issues

If you wish, a family member or friend may also join you at your location to be part of your appointment.

What will the virtual visit on Maple look like?

1. First, describe your symptoms
Log in to Maple and click the "Get care" button. Simply enter your symptoms or a description of your medical request.

The app will ask for your location to confirm you are in PEI and match you directly with the next available doctor. Our wait times vary and can be anywhere from a few minutes to an hour. See an example consultation with Maple [PDF | 398 KB].

If payment is requested, your account is not under the Health PEI program and you need to convert your account. Follow the steps to convert your account (see What if I'm being promted for payment section) [PDF | 727 KB]..

Click ‘Continue to Pairing’ and you are now in the queue to see the doctor. The provider is reviewing your request and will message you soon. You can add any additional medical records or files here while you're waiting — or close the browser or app and we'll notify you as soon as the practitioner starts your visit.

2. Next, you'll hear from the doctor 
Once the doctor reviews your request, they’ll determine whether they can help you on Maple. If they're able to help, your visit will start right away and you'll be speaking directly with the doctor or nurse practitioner over text. The healthcare provider may also request audio or video if it’ll help with your diagnosis.

If the doctor cannot help, your visit will not start and you will not incur a charge. The doctor will advise if you need to visit a walk in clinic instead. 

3. You'll receive any prescriptions or sick notes digitally in the Maple app.
Prescriptions are automatically faxed to your pharmacy.

Will I have the same doctor each visit? 

Although you won’t have the same doctor with each visit, each doctor can see documentation from past visits on Maple to help ensure continuity of care. You will have the ability to access and download your records on Maple at any time and provide them to other physicians or health care professionals you may see outside of 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

When you use Maple for virtual care visits, your data is protected with a comprehensive security infrastructure and stringent data policies to ensure it stays private and secure. Each consultation is delivered by a PEI licensed physician who is required to maintain your confidentiality.

You are responsible to choose a private place for your virtual visit to reduce the risk of:

  • Confidential conversations being overheard; or
  • Someone unintentionally joining the call. 

If you or your health care provider feel the virtual visit is not meeting your needs, the appointment can end and other arrangements will be made. At any time, you can choose not to have a virtual visit.

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

View the Virtual Care Patient Information Guide [PDF | 193 KB]

What do I need to be able to access virtual care?

To perform a virtual visit using Maple, you will need:

  • PEI Health Card
  • Phone number for notifications
  • Email address (for the Maple Account)
  • Access to the Maple Platform
    • Computer, laptop, tablet or smartphone with webcam, speakers and microphone with built-in, USB plug-in, or wireless Bluetooth (Headset is optimal to ensure patient confidentiality.)
      • Maple-24/7 Online Doctors App (free download from Google Play or Apple App Store) and/or
      • Modern browser such as Chrome, Firefox, Safari, Microsoft Edge and IE 11 or greater
  • High-speed Internet or 4G LTE connection

If you are not using Wi-Fi, you are responsible for any charges related to data usage. Video streams can require significant data. 

How should I prepare for the virtual visit? 

Prepare for your appointment as you would an in-person meeting to be ready to talk about your health concerns. 

You are advised to download the Maple 24/7 Online Doctors app ahead of time to become familiar with it and test the sound and video.

What if I'm being prompted for payment?

If you registered for Maple and are prompted for a consultation fee, you may have registered with Maple’s standard program instead of the Health PEI + Maple program. Please follow the steps below to convert your account:Maple Chat Icon

Login to Maple (using this URL: https://app.getmaple.ca/login/p/PEI-unaffiliated-virtual-care). You will first be prompted to enter your Personal Health Number (PHN) and then your Maple login credentials. If successful, you should not be charged for a consultation.

If you are still being charged for a consultation,visit Maple’s Helpdesk and click on the chat icon in the bottom right hand corner to speak with a representative. Let the representative know you’re supposed to be registered in the “PEI Virtual Care Program for Patients without a Primary Care Provider Program” and can help convert your account.

Steps to Convert your Maple Account [PDF | 727 KB].

What does ‘in person consultation required’ mean?

The Maple platform only exists online, so if a Maple physician responds that you need an “In-person consult/assessment/visit”, that means your health issue cannot be assessed virtually through this platform. It is recommend you visit a walk-in clinic to receive care for your health issue, or visit an emergency department if urgent.

If in doubt, do call 8-1-1 to offer helpful guidance about health services available in the province:

Frequently Asked Questions

More information

For questions or concerns, patients can call and leave a message 1-833-710-1456 or email HealthPEIMaple@ihis.org. For issues with the Maple app or platform, you can contact Maple directly through your app or their help desk. Visit Maple’s Helpdesk and click on the chat icon in the bottom right hand corner to speak with a representative.

Only patients who have received a mail or email invitation can register.
Health PEI logo

General Inquiries

Health PEI
16 Garfield Street
PO Box 2000
Charlottetown, PE   C1A 7N8

Phone: 902-368-6130
Fax: 902-368-6136

healthpei@gov.pe.ca

Your Health Privacy

Media Inquiries
Phone: 902-368-6135

Health PEI Board of Directors

If you are experiencing a medical emergency, call 9-1-1 or go to the nearest emergency department.

If you are unsure what to do about a health issue or if you need health information, call 8-1-1.

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