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FAQ

Questions about treatment plans, appointments, or bookings

For customer service inquiries, contact Aleris hospitals by phone or via our website, aleris.dk. You can find specific locations and direct phone numbers under Appointments and in the message in your Inbox.

Opening hours

  • Monday–Friday: 08:00–22:00
  • Weekends & public holidays: 09:00–17:00

How appointment booking works

Under Appointments, you can view all your upcoming bookings.

For video consultations:

  • About 15 minutes before your session, you will have the option to start the video consultation.
  • You will enter a waiting room, where the provider can see that you are ready.
  • Once the provider starts the consultation, you must accept the call to connect.

Connection issues

If your connection is lost (e.g., due to poor network), click the "Was the connection interrupted? Click here" button to return to the video consultation.

  • Your provider will do the same and can also call you at the phone number you provided when booking.
  • The call may come from a private number.

Payment

You are only charged once the consultation is completed.

  • If you see a reservation on your account, the amount will only be withdrawn after the consultation.
  • MobilePay does not remove activity logs in their app, so check your bank account instead.

Medical records

Your online caregivers notes will be available in the app on the same day as your consultation.

  • Records from specialist doctors at the hospital can be found on Sundhed.dk, if you consent to sharing them there.
  • We do not share your medical records or any health information from consultations with Sundhed.dk, insurance companies, pension providers, or your general practitioner without your explicit consent.

Prescriptions

Doctors can issue prescriptions or recommend a physical examination at an emergency room, depending on their medical assessment.

  • If a prescription is issued, it will be sent to the prescription server and registered in your personal medication record.
  • You can pick up the medication at any Danish pharmacy.

Prescriptions abroad:

  • In many countries, you may need a paper prescription from your own doctor or a local doctor—not from an online doctor.
  • Some countries accept the Medicinkortet app, where all your prescriptions are listed. We recommend downloading it from your app store.

Missed appointments

If you miss a booked consultation that you are responsible for paying, you will be charged the full amount.

Technical issues

If you experience issues with video consultations, app usage, or other technical problems, contact Aleris Support at helpdesk@aleris.dk.