An overview of the VA bureaucracy -- Psychological reasons for staff mistreating veterans -- Problematic medical care -- Problematic nonmedical administration -- Problematic medical administration -- Problematic ancillary staff -- Problematic veterans groups -- Problematic oversight from Washington -- Difficult patients -- The potentially violent VA patient -- Problems with the physical structure -- Money and VA medicine -- Toward better medical care for vets -- Self-help : how vets can become better medical consumers -- A look to the future/recommendations -- On the positive side.