VETERANS AFFAIRS

LAUREN CAREL

Improving Quality and

Service through

Organizational

Development

U.S. DEPARTMENT OF VETERANS AFFAIRS• VA Mission Statement:

“To care for him who shall have borne the battle…” by serving and honoring America’s Veterans

• Severe deviation from this mission through drastically increased wait time and lowered quality of care

PROBLEM AND APPROACH• Veteran Health

Administration (VHA)• Subcabinet agency of

VA Department • Overrun by a lack of accountability • As an independent OB consultant:

• Diagnose via the Open Systems & Lewin Model

• At the Organizational, Group, & Individual Level

• Research, Interviews, & Observations

PROBLEMS FACED BY THE VA• Weak organizational

culture

• Lack of effective leadership

• Blame shifting

• Unrealistic numbers and bonus based leadership style

• No transparency or accountability

• Unfocused performance management program

PROBLEMS FACED BY THE VA

FEEDBACK & RECOMMENDATIONS

• Change has to come from the top:• Robert McDonald, Secretary of the VA• Both VA and VHA leadership in D.C.• Regional Directors and Managers• Each relays OB feedback and make changes with staff

• Recommendations:• Structured & simple performance management system•Multi-level accountability & open communication