Mr T was left paralysed in all four limbs after he damaged his spine. He also has an uncommon and life threatening condition called autonomic dysreflexia: a sudden and exaggerated response to stimuli. An episode is a medical emergency and early treatment of the symptoms is crucial.

Mr T was visiting a garden centre with his wife and nurse when he noticed the symptoms of an autonomic dysreflexia episode. He was taken to a hospital run by North Bristol NHS Trust, accompanied by a paramedic from Great Western Ambulance Service NHS Trust. According to Mr T, the paramedic appeared unaware of the importance of early treatment, and the triage nurse in A&E was also unfamiliar with his condition. Mr T described ‘two hours of unmitigated hell and anxiousness’ as he waited longer than he should have to see a doctor.

Mr T complained to us that both Trusts failed to understand and deal with his condition appropriately. He said he did not want individual members of staff ‘hauled over the coals’ as all he wanted was to raise awareness of autonomic dysreflexia. Although a rare condition, people with a spinal cord injury worry that it is not known about.

We swiftly resolved the complaint and there was no need for a formal investigation. Both Trusts met Mr T to discuss how to raise awareness of autonomic dysreflexia. Mr T later told us that someone he knew with a spinal injury had recently been taken to hospital, and had been impressed and surprised to be asked if she was susceptible to autonomic dysreflexia. In Mr T’s own words: ‘evidently the educative information about AD [autonomic dysreflexia] given to their staff by the two Trusts has had the desired effect’. This was exactly the outcome he wanted.