The Sulzer Hip Replacement Recall Crisis: A Patient's Perspective

Keri Stephens
Scott D'Urso, Marquette University
Penny Holmes

Article comments

Published version.

Published as a chapter of book entitled Case Studies in Organizational Communication: Ethical Perspectives and Practices. Ed. Steve May. Thousand Oaks: Sage Publications, 2006, pp. 125-138.

The website of Studies in Organizational Communication: Ethical Perspectives and Practices is available at: http://www.uk.sagepub.com/books/Book226210.

Abstract

This case discusses a product recall that resulted from a manufacturing defect and the degree to which the company distributed accurate and timely information to affected patients. More specifically, the case examines the crisis communication of Sulzer Orthopedics and its efforts to negotiate the interests of various stakeholders, while limiting liability. Written from the perspective of a patient, the case raises interesting questions regarding organizational duties related to product liability. It also provides valuable insights into how organizational communication may have both short- and long-term effects on its relationship with patients and physicians, among others.