Maple is a Canadian healthcare success story. Founded in 2015, the company has grown steadily and is now the country’s largest online network of doctors. They offer both virtual care services as well as a virtual care platform. The company experienced the meteoric rise in usage during the COVID-19 pandemic and the subsequent decline, but unlike other telehealth providers, they expected this and planned for it. The company expects to continue growing in the years ahead.
Healthcare IT Today sat down with Brett Belchetz, MD – Co-Founder & CEO of Maple to get his take on the current state of telehealth, where it can be used most effectively, and what’s next for his company.
A Return to More Normal Usage and Growth
Belchetz is optimistic about the future of telehealth, but expects there to be short-term pain.
“What we saw in April 2020 in Canada was 70% of all medical visits were done virtually,” stated Belchetz. “Two months prior to the pandemic, it was less than 1%. Anyone who thought going forward we would continue to see 70% usage was not being realistic.”
According to Belchetz, any company that built their businesses on the peak-telehealth usage patterns during the pandemic will struggle now that usage is returning to a more realistic level. He believes that eventually 50% of all medical visits will be done virtually and that the remainder will require an in-person visit. Between now and then, some telehealth companies will struggle with the lower usage and be forced to close.
Maple, anticipated this decline and did not succumb to the siren call of growing beyond their means during the pandemic. They stayed lean and continued to provide a stellar service.
“After that big bump to 70%, we came down and that was to be expected,” said Belchetz. “Now we are back to a healthy growth trajectory.”
Helping Patients Too Embarrassed to See Their Doctor
One of the pleasant surprises for Belchetz has been how much their solution has helped people struggling with sexual health (sexually transmitted infections – STIs, contraception, erectile dysfunction, etc.).
People who have sexual health issues or questions are not seeking the help they need from traditional healthcare providers. “They are too embarrassed to go into their doctor’s office,” shared Belchetz.
Based on feedback from Maple users, Belchetz and his team have learned that some patients have avoided going to their doctor to ask about STI symptoms for months or even years. This was especially true for patients in rural areas where the doctor knows everyone in the community by first name. Maple’s service and platform gave them the access to care in the privacy of their own home.
Success Secret
One of the reasons why Maple has been so successful, is their “provider lens”.
From the very beginning, they have built their solution with a lens on how healthcare providers can provide the best care to patients. The result is a system that allows physicians to practice in a natural way even though the visit is done virtually.
This focus has kept their physician network stable and has attracted partners, patients, and customers.
The company plans to continue expanding across Canada and eventually enter the US market.
Watch the full interview with Brett Belchetz, MD to learn:
- The effective ways telehealth can be used by healthcare providers
- More secrets to Maple’s success
- Who is benefitting most from telehealth and virtual care
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