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  • November 2016 (Revised August 2020)
  • Case
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Improving Access at VA

By: Ryan W. Buell, Robert S. Huckman and Sam Travers
  • Format:Print
  • | Language:English
  • | Pages:29
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Abstract

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; Performance Improvement; Public Administration Industry; Health Industry; United States

Citation

Buell, Ryan W., Robert S. Huckman, and Sam Travers. "Improving Access at VA." Harvard Business School Case 617-012, November 2016. (Revised August 2020.)
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About The Authors

Ryan W. Buell

Technology and Operations Management
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Robert S. Huckman

Technology and Operations Management
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Related Work

    • March 2018 (Revised February 2020)
    • Faculty Research

    Improving Access at VA

    By: Ryan W. Buell and Robert S. Huckman
    • March 2018
    • Faculty Research

    Improving Access at VA

    By: Ryan W. Buell and Robert S. Huckman
    • November 2020
    • Faculty Research

    Improving Access at VA (Update)

    By: Ryan W. Buell
    • November 2016 (Revised August 2020)
    • Faculty Research

    Improving Access at VA

    By: Ryan W. Buell, Robert S. Huckman and Sam Travers
Related Work
  • Improving Access at VA By: Ryan W. Buell and Robert S. Huckman
  • Improving Access at VA By: Ryan W. Buell and Robert S. Huckman
  • Improving Access at VA (Update) By: Ryan W. Buell
  • Improving Access at VA By: Ryan W. Buell, Robert S. Huckman and Sam Travers
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