David Shulkin: “We want to bring back the customer service piece.”

This is a tough job for anybody to do. What the successful secretary needs to do is to build a team around them because this is bigger than any one person, and to work very collaboratively with veteran service organizations and Congress.

We just have to do more.

Slowing down and pausing to see what the consequences are, even if they are unintended consequences, is important to do.

I think the way the findings were used -- were used in a political way. Not by the inspector general, but by the political appointees within V.A.