A new report says 85 percent of Canadians experienced challenges such as waiting or coordinating care between healthcare interactions over the past two years. The report, titled The Space Between Care, is based on a national survey of 1,527 people conducted for the virtual healthcare platform Maple. Among those affected, nearly two-thirds felt primarily responsible for keeping their own care moving forward, taking on tasks like following up on test results and coordinating appointments. "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.
The practical labour of managing care had a tangible impact on daily life. Twenty-three percent of respondents reported 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, the report found. Women, caregivers and Canadians managing chronic or complex conditions face the greatest 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 those surveyed believing technology-enabled care could help reduce the burden between appointments. The report highlights a chance for health-care providers, governments, employers and insurers to improve communication, coordination and continuity of care. For employers, insurers and plan sponsors, this extends to helping Canadians access care through their health benefits. 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 suggests this points to an opportunity to strengthen support through benefit plans and help Canadians better understand their coverage. The Space Between Care is the fifth report in Maple's Care Up Close research series. 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.
