Maple report finds Canadians carry hidden burden of care coordination

TORONTO · A new report says 85 percent of Canadians experienced waiting, coordination or other challenges between healthcare interactions over the past two years. The report from virtual healthcare platform Maple, titled The Space Between Care, found nearly two-thirds of those affected felt primarily responsible for keeping their care moving forward. This involved tasks like following up on test results, coordinating appointments, tracking medications and figuring out next steps. The research is based on a national survey of 1,527 Canadians conducted in September 2026.

"Health care doesn't stop when an appointment ends, but for too many Canadians, that's when they're left to figure things out on their own," said Dr. Brett Belchetz, Maple's CEO and co-founder. "Our findings show that patients and families are taking on significant responsibility to keep their care moving, from following up on test results to coordinating appointments and managing symptoms. It's a burden that shouldn't fall on them alone." The report examines the hidden workload and emotional strain patients endure while waiting for tests, referrals and treatments.

Among those affected, 63 percent felt personally responsible for keeping their care moving forward. The survey found 56 percent did not receive adequate updates while waiting for care, and 44 percent did not feel supported between health-care interactions. For Canadians managing care for someone else, 50 percent did not feel supported between interactions. A quarter of respondents, 24 percent, reported worsening symptoms or health conditions while waiting.

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This lack of continuity takes a toll on physical and mental health and daily life. The practical labour of keeping care moving impacted productivity, with 23 percent of respondents reporting reduced concentration at work or school. 18 percent missed work or school, and 15 percent lost income or incurred additional expenses during their wait for care. The administrative and emotional burden is not felt equally, with women, caregivers and those managing chronic conditions facing greater obstacles. Among women, 62 percent reported receiving inadequate updates while waiting for care, compared to 50 percent of men. Canadians coordinating care for aging parents were particularly vulnerable, with 70 percent reporting heightened stress and anxiety. The findings point to opportunities for improvement, with 81 percent of surveyed Canadians believing technology-enabled care could help reduce the burden between appointments.

The report highlights a role for health-care providers, governments, employers and insurers to improve communication, coordination and continuity of care. For employers and insurers, the research suggests a need to strengthen support through benefit plans. While 43 percent of respondents believe benefits make timely care easier to access, 45 percent did not find that their extended health benefits did so. The report says this points to an opportunity to help Canadians better understand their coverage and how to use it throughout their care journey.

The Space Between Care is the fifth report in Maple's Care Up Close research series. The latest findings aim to expand the national dialogue from episodic healthcare access to the need for continuous, supported patient navigation. The survey was conducted from September 11 to 16, 2026, among a representative sample of online Canadians who are members of the Angus Reid Forum. For comparison purposes only, a probability sample of this size would carry a margin of error of plus or minus 2.5 percentage points, 19 times out of 20.

With files from Yahoo News