Case | HBS Case Collection | November 2016 (Revised December 2016)

Improving Access at VA

by Ryan W. Buell, Robert S. Huckman and Sam Travers


In 2015, the Department of Veterans Affairs (VA) ran the largest healthcare system in the United States, with over 1,700 sites of care that served nearly 9 million veterans. One year earlier, a scandal had erupted over a cover-up of the excessive wait times veterans faced to get medical appointments in some VA facilities. The fallout led to the resignation of the Secretary of Veterans Affairs, a criminal investigation by the Federal Bureau of Investigation, and the eventual replacement of 14 of VA’s top 17 leaders. This case documents the efforts of the new leadership team to improve access, regain trust, and transform the organization to address the broadening medical needs of the nation's growing veteran population.

Keywords: Service Operations; Service Delivery; Social Issues; Health Care and Treatment; Government Administration; Public Administration Industry; Health Industry; United States;


Buell, Ryan W., Robert S. Huckman, and Sam Travers. "Improving Access at VA." Harvard Business School Case 617-012, November 2016. (Revised December 2016.)