Veterans Health Administration

As a navy diver and an emergency room physician, Dr. Kenneth Kizer had faced pressure-filled situations requiring focus and determination. As the director of the California Department of Health Services, he had proven his ability to navigate a bureaucracy, and had built a reputation for orchestrating major improvements using a no-nonsense approach to managing healthcare. In 1994, as the newly-appointed director of the Veteran’s Health Administration (VHA), the doctor knew he would have to draw on his past experiences as he faced the most formidable challenge of his career. Kizer took the reins of the VHA at a time when many were questioning whether the VHA should be closed. While the agency had many top-notch doctors and resources, the general public thought the agency was a chaotic mess. Frequent stories in the media highlighted misplaced patients, dilapidated facilities, and a lack of concern for the veterans the agency was supposed to serve. However Kizer believed that the VHA rep