Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • March 2018
  • Supplement
  • HBS Case Collection

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
  • Format:Video
  • | Language:English
ShareBar

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., and Robert S. Huckman. "Improving Access at VA." Harvard Business School Multimedia/Video Supplement 618-709, March 2018.
  • Purchase

About The Authors

Ryan W. Buell

Technology and Operations Management
→More Publications

Robert S. Huckman

Technology and Operations Management
→More Publications

More from the Authors

    • March 2025
    • Production and Operations Management

    Differentiating on Diversity: How Disclosing Workforce Diversity Influences Consumer Choice

    By: Maya Balakrishnan, Jimin Nam and Ryan W. Buell
    • February 2025
    • Health Services Research

    Variation in Batch Ordering of Imaging Tests in the Emergency Department and the Impact on Care Delivery

    By: Jacob C. Jameson, Soroush Saghafian, Robert S. Huckman and Nicole Hodgson
    • February 2025
    • Management Science

    Improving Customer Compatibility with Tradeoff Transparency

    By: Ryan W. Buell and MoonSoo Choi
More from the Authors
  • Differentiating on Diversity: How Disclosing Workforce Diversity Influences Consumer Choice By: Maya Balakrishnan, Jimin Nam and Ryan W. Buell
  • Variation in Batch Ordering of Imaging Tests in the Emergency Department and the Impact on Care Delivery By: Jacob C. Jameson, Soroush Saghafian, Robert S. Huckman and Nicole Hodgson
  • Improving Customer Compatibility with Tradeoff Transparency By: Ryan W. Buell and MoonSoo Choi
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.