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  • March 2018
  • Supplement
  • HBS Case Collection

Improving Access at VA

By: Ryan W. Buell and Robert S. Huckman
  • Format:Video
  • | Language:English
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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., and Robert S. Huckman. "Improving Access at VA." Harvard Business School Multimedia/Video Supplement 618-709, March 2018.
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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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More from the Authors
  • Last Place Aversion in Queues By: Ryan W. Buell
  • The Customer May Not Always Be Right: Customer Compatibility and Service Performance By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
  • Assessment of Electronic Health Record Use Between U.S. and Non-U.S. Health Systems By: A Jay Holmgren, Lance Downing, David W. Bates, Tait D. Shanafelt, Arnold Milstein, Christopher Sharp, David Cutler, Robert S. Huckman and Kevin A. Schulman
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