← All conversations

Bjørn Hesjedal

SurfRehab · chatwoot · 4741787165 · chatwoot #701

State — · Status active · Intent other

Analysis · 1 issue

Customer confused
customer_unhappy · medium
Patient is unable to access their telehealth appointment because the provided link doesn't work. Tone is casual and not yet frustrated, but they need immediate help as their appointment is today.

Transcript · 62 messages

No, your appointment tomorrow at 5:15 PM is an in-person session with Alister at the clinic 🙂 Sorry for the confusion! When I mentioned video consultations earlier, I was just explaining that it's a service option Alister offers. Your confirmed appointment tomorrow is a face-to-face physiotherapy session at SurfRehab, located at Kala Surf Camp in Uluwatu. See you tomorrow!
Bot · 05:58 am
I am so sorry, but then I booked wrong! Allister said on instagram that I could book a free 15 minute video consultation. Is there any possibility of still charging that? Unfortunately even if I jumped on a plane right now I wouldn’t be available to make it! I am so sorry for this!
Patient · 06:01 am
No worries at all, Bjørn! These things happen 🙂 I've cancelled your in-person appointment for today at 5:15 PM. And yes, absolutely - the free 15-minute video consultation is available! It's perfect for an initial assessment to see if online treatment would work well for your situation. What days and times work best for you? I'll check Alister's availability and get you booked in for your video call.
Bot · 06:03 am
Right now it’s 8 pm here, so I guess today and tomorrow from 3:15 pm until in 4 hours
Patient · 06:06 am
Your time.
Patient · 06:06 am
If it doesn’t work this week I guess I would have to ask chat GPT because of time difference
Patient · 06:07 am
Thanks for letting me know your availability, Bjørn! Unfortunately those specific times don't have openings, but I've checked all of Alister's availability for the video consultation (I've converted everything to your local time to make it easier). The timezone difference does make things a bit tricky! Here are all the available times: **Thursday, November 27** (most reasonable hours): • 8:00 AM • 9:30 AM • 10:15 AM • 11:45 AM **Friday, November 21:** • 3:00 AM • 5:15 AM • 6:00 AM **Monday, November 24:** • 3:45 AM • 4:30 AM • 5:15 AM • 6:00 AM **Tuesday, November 25:** • 1:00 AM • 1:45 AM • 2:30 AM • 3:15 AM • 4:45 AM **Friday, November 28:** • 3:00 AM • 3:45 AM • 4:30 AM • 5:15 AM • 6:00 AM • 6:45 AM There are also times available in early December if none of these work. Which time suits you best?
Bot · 06:08 am
Great! Here are all the available times for your free 15-minute video consultation over the next week: **Tomorrow - Friday, 21 November:** • 10:00 AM • 12:15 PM • 1:00 PM **Monday, 24 November:** • 10:45 AM • 11:30 AM • 12:15 PM • 1:00 PM **Tuesday, 25 November:** • 8:00 AM • 8:45 AM • 9:30 AM • 10:15 AM • 11:45 AM **Thursday, 27 November:** • 3:00 PM • 4:30 PM • 5:15 PM • 6:45 PM Which time works best for you? If none of these suit, I can check availability for the following weeks 🙂
Bot · 06:08 am
I totally understand the time difference challenge! Let me make this easy for you 🙂 Here are the available times for your free 15-minute video consultation **this week**: **Friday, 21st November:** • 10:00 AM (Bali time - UTC+8) • 12:15 PM (Bali time - UTC+8) • 1:00 PM (Bali time - UTC+8) Just let me know which time works with your timezone and I'll get you booked in straight away. If none of those work, I also have plenty of options early next week (Monday/Tuesday). Which time suits you best?
Bot · 06:09 am
Tomorrow 1PM would work great for me! I always wanted to get up earlier anyway 😂
Patient · 06:12 am
Thank you very much for figuring that out for me
Patient · 06:13 am
Perfect! Your free 15-minute video consultation is confirmed 🙂 📅 **Friday, 21st November at 1:00 PM** (Bali time) ⏰ That's 5:00 AM your time - commitment to the early start! 😂 👨‍⚕️ With Alister 💻 Video consultation Here's your video link: https://surfrehab.au4.cliniko.com/appointments/1822666718003078446/connect Just click the link at your appointment time and you'll be connected with Alister. Looking forward to helping you out!
Bot · 06:13 am
Thank you 🙏
Patient · 06:14 am
Hey! I would like to book an online appointment with Alister
Patient · 02:44 am
Hey Bjørn! Happy to help you book another online appointment with Alister 🙂 Here are the available times for the next 7 days: *Tomorrow - Tuesday, 27th January:* • 11:00 AM (Bali time) • 11:45 AM (Bali time) If those don't work, I have plenty of availability in the following weeks (early-mid February). Would you like me to show you those options as well? Just remember all times are Bali time (UTC+8), so you'll need to convert to your local time!
Bot · 02:46 am
I was thinking February 9th or 10th. If possible after 9 am Central Europe time
Patient · 02:48 am
I've checked availability for February 9th and 10th! Here's what I found: *Monday, February 9th:* • 10:00 AM Bali time (3:00 AM CET) • 10:45 AM Bali time (3:45 AM CET) • 12:15 PM Bali time (5:15 AM CET) • 1:00 PM Bali time (6:00 AM CET) • 1:45 PM Bali time (6:45 AM CET) *Tuesday, February 10th:* • 8:00 AM Bali time (1:00 AM CET) • 8:45 AM Bali time (1:45 AM CET) • 9:30 AM Bali time (2:30 AM CET) • 10:15 AM Bali time (3:15 AM CET) • 12:15 PM Bali time (5:15 AM CET) Unfortunately, because of the 7-hour time difference, all of these are before 9am your time 😅 *However*, I do have great availability on *Thursday, February 12th* with times that work much better for you: • 3:00 PM Bali time (8:00 AM CET) • 3:45 PM Bali time (8:45 AM CET) • 4:30 PM Bali time (9:30 AM CET) ✓ • 5:15 PM Bali time (10:15 AM CET) ✓ • 6:00 PM Bali time (11:00 AM CET) ✓ • 6:45 PM Bali time (11:45 AM CET) ✓ Would any of the February 12th times work for you, or would you prefer one of the earlier slots on the 9th or 10th?
Bot · 02:50 am
Yes, Thursday February 12th 4:30 pm Bali time would be perfect!
Patient · 02:52 am
Perfect! Your online appointment is confirmed 🙂 📅 *Thursday, 12th February at 4:30 PM* (Bali time) ⏰ That's 9:30 AM your time (CET) 👨‍⚕️ With Alister 💻 Video consultation Here's your video link: https://surfrehab.au4.cliniko.com/appointments/1871851237540897979/connect Just click the link at your appointment time and you'll be connected with Alister. See you then!
Bot · 02:54 am
Awesome! Thanks!
Patient · 02:55 am
Hey! Allister wants to change the appointment to Friday, same time. Do I need a new link? Bjørn
Patient · 11:22 pm
Good news, Bjørn! Your booking is showing as: 📅 _Friday, 13th February at 4:45 PM_ (Bali time) ⏰ That's 9:45 AM your time (CET) 👨‍⚕️ With Alister 💻 Video consultation And nope — no new link needed! The same one will work: https://surfrehab.au4.cliniko.com/appointments//connect Just a small note — the time shifted slightly from 4:30 PM to 4:45 PM. Hope that's still OK! See you Friday 🙂
Bot · 11:23 pm
Ok thanks 🙏
Patient · 04:01 am
Hey sorry, it needs a password
Patient · 07:40 pm
Sorry about that Bjørn! I'm not sure why it's asking for a password —
Bot · 07:41 pm
Hmmmmm
Patient · 07:41 pm
Hi Bjørn! Thanks for reaching out — it sounds like you might have something on your mind, and our team will be happy to follow up with you personally to see how we can help 😊
Bot · 07:42 pm
Conversation unassigned by Daniel Welsh
Bot · 07:42 pm
The link for the appointment needs a password
Patient · 07:43 pm
Sorry about that Bjørn — I've flagged this with Alister now so he can sort it out. It's likely something on the Cliniko side that only he can fix. Hang tight, he should be in touch shortly!
Bot · 07:44 pm
Cool thanks
Patient · 07:44 pm
Hi Bjørn, this is a reminder that you have an appointment on Wednesday 18 March at 4:30 pm at SurfRehab. Reply YES to confirm or call us to reschedule.
Bot · 07:30 pm
I Confirm My Appointment
Patient · 07:40 pm
Great, thanks for confirming Bjørn! Your appointment is all set: _Wednesday, 18th March at 4:30pm_ (Bali time) With Alister Surf Rehab, Kala Surf Camp, Uluwatu See you then! 🤙
Bot · 07:40 pm
Hey! I have an online appointment with Allister I believe she 15th or 22. April. I would like to push the appointment 3 weeks back, same time same day if available
Patient · 12:04 am
Hey Bjørn! 👋 Just checking your appointments, and 3 weeks from that would be *Thursday, 14th May at 4:30pm*. Would you like me to check if that slot is available with Alister?
Bot · 12:05 am
Awesome yes please!!!!
Patient · 12:12 am
Unfortunately the system isn't showing availability as far out as Thursday 14th May just yet. The furthest Thursday I can confirm with Alister at 4:30pm is *Thursday, 30th April*. Would you like me to: 1. Book you in for *Thursday, 30th April at 4:30pm* with Alister instead? 2. Or I can check again closer to the date to grab that 14th May slot for you? Let me know what works best! 🤙
Bot · 12:13 am
Hi Bjorn, good news, I can confirm you have been booked in with Alister at 4:30pm is Thursday, 30th April. 🤙
Bot · 12:26 am
Hi Bjorn, good news, I can confirm you have been booked in with Alister at 4:30pm is Thursday, 30th April. 🤙
Bot · 12:26 am
Thursday, 14th May at 4:30pm*
Bot · 12:26 am
Thursday, 14th May at 4:30pm*
Bot · 12:26 am
So 14th may? That’s awesome 👏
Patient · 12:54 am
All done, Bjørn! Your appointment has been rescheduled: *Thursday, 14th May at 4:30pm (Bali time)* With Alister Online Call (45 mins) Just a heads up, within 24 hours of your appointment, our cancellation policy means the full consultation fee applies. If you're on a package, you'll lose one of your sessions. This applies to both cancellations and reschedules. See you then! 🤙
Bot · 12:56 am
Hi Bjørn, this is a reminder for your *Surf Rehab* appointment *Thursday @ 2:15 pm* with *Alister Cran* - Location for in-person appointments: *Kala Surf Camp, Uluwatu*. - https://share.google/Mm7KZ74WJOIAlI4lN Click the button below to confirm - otherwise, let me know if you need to reschedule.
Bot · 03:45 pm
I Confirm My Appointment
Patient · 05:27 pm
But it’s online
Patient · 05:28 pm
Thanks for confirming, Bjørn! We'll see you Thu, 30 Apr at 2:15 pm with Alister Cran. See you then!
Bot · 05:28 pm
Thanks for letting me know, Bjørn! Apologies for including the in-person location details. Your online consultation with Alister is all confirmed for Thursday at 2:15 pm ✅ You should receive a link closer to the time. If you have any questions before then, just let me know!
Bot · 05:28 pm
Hi Bjørn, this is a reminder for your *Surf Rehab* appointment *Wednesday @ 4:45 pm* with *Laili Nuriya* - Online appointments will be via a remote call. - Remote call link: https://meet.google.com/ Click the button below to confirm - otherwise, let me know if you need to reschedule.
Bot · 06:20 pm
Hey! So not with Allister on 14th of may anymore?
Patient · 06:26 pm
Hey Bjørn! So from what I can see, the only appointment currently on your books is: *Wednesday, 13th May at 4:45pm (Bali time)* With Laili Nuriya, Online Call Would you like me to check Alister's availability around that time and get you booked back in with him?
Bot · 06:26 pm
[Image received]
Patient · 06:28 pm
I can see from your screenshot that you were definitely confirmed for Thursday, 14th May at 4:30pm with Alister. However, that appointment isn't showing in the system anymore, and I'm not sure why it was removed. Alister also isn't showing any availability this week for online calls, so I'm unable to rebook that slot from my end right now. I'd suggest reaching out to Alister directly to sort this out: alister@surf-rehab.com In the meantime, your appointment with Laili Nuriya is still confirmed for: *Wednesday, 13th May at 4:45pm (Bali time)* Online Call Sorry I can't give you a clearer answer on what happened with the Alister booking. Alister will be able to get to the bottom of it for you!
Bot · 06:29 pm
Hi Bjørn, this is a reminder for your *Surf Rehab* appointment *Thursday at 6:00 pm* with *Alister Cran* - Online appointments will be via a remote call. - Remote call link: https://search.google.com/local/writereview?placeid=ChIJpf9LQqpP0i0RPDgV6wLLkwM Click the button below to confirm - otherwise, let me know if you need to reschedule.
Bot · 07:36 pm
I confirm my appointment
Patient · 07:39 pm
Thanks for confirming, Bjørn! We'll see you Thu, 28 May at 6:00 pm with Alister Cran. See you then!
Bot · 07:39 pm
Hey mate, the google link isn’t working
Patient · 08:06 pm
Sorry about that, Bjørn! I've flagged it with Alister and he'll send you the correct link before your appointment tonight. Hang tight 👍
Bot · 08:06 pm
https://surfrehab.au4.cliniko.com/appointments/1924715086899848815/connect
Bot · 08:06 pm
https://surfrehab.au4.cliniko.com/appointments/1924715086899848815/connect
Bot · 08:06 pm
Sorry - here: https://surfrehab.au4.cliniko.com/appointments/1949196054129813470/connect
Bot · 08:07 pm
Connecting…