Frequently Asked Questions

When and where is in-Store Virtual Care offered?

Virtual Care is offered in select Shoppers Drug Mart stores across British Columbia 7 days a week 8am-9pm PT.

How does in-Store Virtual Care work?

Virtual visits work much like those that occur in person: the doctor can examine you through video and text chat on the Maple app, asks questions about symptoms, reviews health history and determines a diagnosis and treatment plan.

Talk to your pharmacist if you have a health concern and need to see a virtual care doctor. They will help you get set up with the in-store iPad in the counselling room or you can use your own personal smartphone. The user guide will take you step-by-step to create an account with Maple by scanning a QR code and requesting a doctor’s visit.

Do I have to pay for in-Store Virtual Care?

No, the services you get through in-store virtual care are covered by the BC MSP health plan.

Do I need my provincial health card?

Yes, you will need to provide your MSP health card number before connecting to a virtual provider.

Who are the in-Store Virtual care doctors?

All Maple doctors are hand-selected, BC licensed providers that practice family or emergency medicine.

Can I get a prescription through the app?

Yes, if a medication is needed Maple doctors can prescribe almost any medication, excluding controlled substances. Once a doctor has given the patient a prescription, the patient can select a local pharmacy from within the Maple platform, and the prescription is faxed over right away to be filled.

Can I get lab work or a referral?

While Maple doctors are unable to make referrals at this time, they do offer lab work, including blood tests, X-rays, and ultrasounds. Maple doctors can create a requisition that you’ll be able to download and take to any lab or medical imaging centre.

Once your results come in, you’ll be notified, and Maple will let you know if any follow up is required.

When should I not use Maple?

You should not use Maple in the case of a medical emergency. If you are in need of urgent, life-saving care you should call 911. There are a number of cases where Maple doctors might not be able to help online. If they think your condition is more serious, they may tell you to go to a clinic for an in-person, hands-on examination.

Is my information private?

Yes, your personal and health information is completely private. Maple takes confidentiality very seriously. When you use Maple, your session is protected by a comprehensive security infrastructure and stringent data policies. You also retain complete control of your personal health information at all time