Nova Scotia Health Authority

VirtualCareNS is available on:

• Sundays: 9 a.m. – 4 p.m.
• Mondays: 8 a.m. – 7 p.m.
• Tuesdays: 8 a.m. – 5 p.m.
• Wednesdays: 8 a.m. – 7 p.m.
• Thursdays: 8 a.m. – 5 p.m.
• Fridays: 8 a.m. – 5 p.m.

The virtual system can fill up quickly when it opens. If you receive a message that VirtualCareNS is “at capacity”, please try again later in the day as spots will open up. Also, Mondays are often busy. If possible, try another weekday.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

To use VirtualCareNS, you need to:

• Be on the Need a Family Practice Registry (please note it may take up to 10 business days from when you register to when your access to VirtualCareNS is activated )
• Have a valid Nova Scotia Health Card number
• Be able to access the internet through a computer or mobile device
• Have an e-mail address
• Be located within the province when accessing VirtualCareNS

To sign up for VirtualCareNS:

• Visit the registration page, or if you already have a pre-existing paid Maple account, go to this page to convert your account.
• Enter your Nova Scotia health card number.
• Create your account by follow the prompts on the screen.
• Add your health history. There is helpful information on this video about adding your health history.  
• Once registered, you can now request a visit with a primary care provider.

There is also this step by step guide to using VirtualCareNS (.pdf) with information on how to create your account, how to manage your account, how to request a virtual visit, and how to review your virtual visit.
Please note:

• If you do not have a primary care provider and are not on the Need a Family Practice Registry, you can register online or by calling 811. It can take up to two weeks after joining the Registry for your free access to VirtualCareNS to be activated.
• If you are having trouble converting your account, please email support@getmaple.ca.
• If you are an adult who has a child or children under the age of 16 who are also on the registry, you can add them to your VirtualCareNS profile (watch this how-to video). This enables you to keep your family’s medical records in one location.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

• To log into the VirtualCareNS platform, either use the Maple app or visit the Maple sign in page
• Select the Get Care button.
• Confirm your location.
• Describe your symptoms. You can select from a list, or write in more detail.
• Select Continue to Pairing, which will put you in line for the next available primary care provider.
• The family doctor or nurse practitioner will send you a message letting you know they are ready to see you.
• The family doctor or nurse practitioner will begin the visit. It will be very similar to an in-person visit.
• If you have requested a visit for a child or someone who is in your care, please make sure that they are with you for the visit.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

Having an online visit through VirtualCareNS is similar to an in-person medical appointment. The family doctors and nurse practitioners provide care and health advice for many common health needs. They can prescribe medications, order tests, and make referrals to in-person and specialized care.

If your health concern can’t be taken care of virtually or if the primary care provider thinks that you need to be seen face-to-face, they will refer you to the nearest Primary Care Clinic for in-person care with another primary health care provider. You will be contacted to schedule an appointment based on the clinic’s availability. This can take time. Nova Scotia Health staff are doing their best to coordinate your care as quickly as possible. Thank you for your patience.

If you need assistance from an interpreter during the visit, the primary care provider can access Nova Scotia Health’s Language Line service, available in more than 200 languages.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

• To use VirtualCareNS on the Maple platform, you will need a smartphone, tablet, laptop, or desktop computer. The device you are using will need to have a camera (for video), microphone and a speaker. Most mobile devices and laptops already have these features built in.
• Mobile devices: Download the Maple - 24/7 Online Doctors app (from the app store)
• Computers and laptops: Use a modern browser such as Chrome, Firefox, Microsoft Edge, or Safari when visiting www.getmaple.ca.
• Your device also needs to be connected to the internet. If you are using a mobile device, it is recommended that you connect to Wi-Fi, as video visits use a lot of data.
• For technical support with the VirtualCareNS platform, please visit: https://www.getmaple.ca/contact-us/
• If you have an existing Maple account, click here to convert your existing Maple account to a free VirtualCareNS account. If you are having trouble converting your account, please email support@getmaple.ca.
• If you are being asked to pay for your appointment, you are not logged into VirtualCareNS.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

I requested a virtual visit but was not connected with a primary care provider. What should I do?
Sometimes there can be more visit requests than available providers, as can happen with in-person appointments. At times, the wait to see a provider can take up to three hours. If you are not able to connect to a provider, please try again later in the day.
It’s also important to plan ahead. For example, if you need a prescription renewed, request a virtual visit a few weeks before your medication runs out (or see your community pharmacist). There are many options to access primary care in the community. See a list of where to go for health care in your area online at nshealth.ca/wheretogoforhealthcare.
 
I have joined the Need a Family Practice Registry but when I tried to sign up for VirtualCare NS, I got a message that my information is invalid. Why did this happen?
It can take up to 10 business days from when you sign up for the Need a Family Practice Registry for your access to the free VirtualCareNS service to be activated. This is the most common reason why you would get this message. If it has been more than 10 business days since you signed up for the Registry and you have received this message, please email us at VirtualCareNS@nshealth.ca.

Why does my child have to be present for a visit I request for them? 

Like with an in-person visit with a healthcare provider, we cannot provide medical care to a patient without being able to examine them directly. If your child is not present for their visit we will have to ask you to come back again at another time.

How do I review test results that were ordered for me?
To review your results, log into VirtualCareNS and request a visit with a primary care provider. During your visit, the provider will be able to review your results with you. You do not need to meet with the same provider that ordered your tests.

Why does Virtual Care NS look like Maple?
Nova Scotia Health has partnered with Maple to provide the technology for this program. The family doctors and nurse practitioners who participate in VirtualCareNS through the Maple platform are licensed and located in Nova Scotia.
 
Do I have to pay to use VirtualCareNS?
No. This program is covered by Nova Scotia Health and is free for people on the Need a Family Practice Registry. If you are being asked for payment, you may be signed into Maple’s pay-for-service app rather than VirtualCareNS.
If you are being asked for payment, you may be signed into Maple’s pay-for-service app instead of VirtualCareNS. Please contact Maple and ask them to switch your account: https://www.getmaple.ca/contact-us/
 
Will I get the same primary care provider each time?
No. When you request a visit through VirtualCareNS, you will be connected to the next available primary care provider. The family doctor or nurse practitioner will be able to see the record of your previous virtual visit.
 
Can I still use VirtualCareNS now that I have found a family doctor?
No. VirtualCareNS provides temporary access to primary care for people who are on the Need a Family Practice Registry until they find a family doctor or nurse practitioner. It is not intended to replace having regular access to a family practice.

• Make an appointment at a Primary Care Clinic, if there is one in your area. These clinics provide short-term primary medical care for people on the Need a Family Practice Registry.
• Call 811 to speak with a registered nurse for health advice.
• Speak with your pharmacist, who can renew prescriptions, and assess and prescribe for minor ailments.
• Visit healthyNS.ca for online health and wellness information.
• Visit MHAhelpNS.ca to access online mental health tools and information.
• See a list of where to go for health care in your area online at nshealth.ca/wheretogoforhealthcare.

Questions or concerns?  Email us at virtualcareNS@nshealth.ca

There are currently two options for accessing in-person support for VirtualCareNS and we are working to set up more locations:

Pictou County
Staff at the New Glasgow, River John and Westville branches of the Pictou-Antigonish Regional Library (PARL) are able to help you with signing up for VirtualCareNS and with setting up a visit. There are also private spaces for you to use at these branches for a virtual visit with a provider. This pilot project is a partnership of Nova Scotia Health, PARL, the Nova Scotia government and the Aberdeen Health Foundation.

Bear River and Area
The Bear River & Area Community Health Clinic provides private rooms and the technology needed for VirtualCareNS visits. A trained staff member will be on-site to help you. If you live in the area, you can find out more by calling 902-467-3611, or by visiting the clinic at 1112 River Road in Bear River.

If you would like to be featured in a story about your positive experience accessing care through Virtual Care NS, please email virtualcarens@nshealth.ca.

What patients are saying about Virtual Care NS:
“I avoided wasting valuable time and resources in the emergency room and the care I received in the call was concise and very helpful.”

“I have had two appointments so far, and overall the experience has been great. I needed a prescription refill and a referral…, and I was able to get both of those.”

“Fantastic program, thank you. Going to walk-in clinics for routine prescription fills is inconvenient and wastes a lot of provider time so I appreciate having this option.”

Virtual Care NS Patient Stories

A number of Nova Scotians on the Need a Family Practice Registry who have tried Virtual Care NS have shared their positive experiences about accessing care online. Read their stories:

Ian: Virtual Care NS exceeds Yarmouth resident’s expectations

Patty: Virtual Care NS transforming access to care for Surettes Island resident

Barrie: Virtual Care NS providing convenient access to care for Canaan resident

Pamela: ‘The fact that I am being followed-up on is huge’: New Glasgow resident grateful for Virtual Care NS

Kris: Accessing face-to-face care from your living room: Middleton resident experiences ‘overall great service’ through Virtual Care NS

Annette: Virtual Care NS providing convenient access to care for Nova Scotians

Dr. Adam Rostis and Laurie Williams: Nova Scotia Health AGM Video – Virtual Care NS
 

Questions or concerns?  Email us at virtualcareNS@nshealth.ca