ceo + interview

Company name:
Sparrow Hospital and Health System

Date founded (as Lansing Women’s

Hospital): 1896. Rededicated in 1912 as
Edward W. Sparrow Hospital, honoring

Meet Dennis A. Swan

the benefactor who donated land and
$100,000 to build Lansing’s first modern
hospital facility.

Company headquarters:
Sparrow Hospital, Lansing, Michigan President and CEO, Sparrow Hospital and Health System
Lansing, Michigan
website: www.sparrow.org

Primary business: Health care

delivery and financing.
Affiliate hospitals: Sparrow-Clinton
Hospital, Sparrow-Ionia Hospital, Sparrow
Specialty Hospital, Sparrow-St. Lawrence
Dennis Swan doesn’t view health care as a business, but as a noble cause
– “caring for people in need of medical help is ‘sacred work,’” Swan says,
quoting Erie Chapman in his book Radical Loving Care.

Hospital, Carson City Hospital. In addition,
Sparrow has dozens of satellite diagnostic
and care centers, a delivery and financing
organization (Physicians Health Plan), a
retail pharmacy network, primary care,
home care and medical supply locations,
the Sparrow Health Science Pavilion, the
Michigan Athletic Club and a physician-
hospital organization.
Other major affiliations:
Michigan State University Colleges of
Human Medicine, Osteopathic Medicine
and Nursing
2009 Revenues: $929,234,000
S
wan has served as president and
CEO of Lansing, Michigan-
based Sparrow Hospital and
Health System since 2005, and has
served as a member of the organi-
zation’s leadership team for nearly
three decades. In that time, he has
witnessed many changes in health
care and in the Sparrow organiza-
tion, and since becoming CEO has
been a change agent for some of the
most significant improvements in the
114-year-old organization’s history.
“We have a great team, but also a
formidable task,” Swan said. “We will
always strive to be the best, but because
we truly care for our patients, we must
constantly improve outcomes and
transform the patient care experience.”
Swan’s focus has been on attract-

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Dennis A. Swan | Sparrow Hospital and Health System

ing, developing and retaining people

with outstanding talents and skills
who also like to work in teams. He
believes that teamwork is the way to
ultimately achieve Sparrow’s vision
of earning national recognition for
quality and patient experience. In his
five years at Sparrow’s helm, patient
satisfaction scores have improved
significantly, along with associate
engagement and medical staff align-
ment metrics. Just last year, Sparrow
Hospital, the flagship of the five-
hospital Sparrow Health System,
earned the nation’s most prestigious Inside one of Sparrow Hospital’s high-tech surgery suites where robotic-assisted sur-
gery is performed, Sparrow President and CEO Dennis Swan is pictured with some of the
honor for nursing achievement members of Sparrow’s Diversity and Inclusion Advisory Council, from left, Tina Gross,
and excellence – American Nurses Butch Johnson, Pete Skiles, Cleo Thurman, Dean Hartenburg, Craig VanSumeren, Dennis
Credentialing Center (ANCC) Swan, Lesley Mozola, Jim Thurston, Nesha Hill, Larry Wilhite, Kathy Kacynski, Kenyea
Magnet Recognition Program®. Zimmermann and Sandy Kern.
Considered the “gold standard” for
nursing care in hospitals, status as a diverse type of organization than an array of diversity dimensions
Magnet – recognized organization health care. Sparrow Hospital is like including race, ethnic backgrounds,
is held by only about six percent of a city, with its own power plant, nationalities, religions, ages, edu-
America’s hospitals. security force and supply chain. We cational levels, physical abilities
Swan has also led initiatives to have literally hundreds of different and cultural backgrounds. We all
enhance Sparrow’s diversity and types of jobs, ranging in skills, exper- work together to provide the qual-
inclusion program, including a com- tise and educational requirements. ity of care and service excellence to
mitment to attracting and retaining We are keenly aware that diver- patients and families who rely on us
the best and brightest talent and sity and inclusion throughout our to deliver exceptional care to every-
expanding supplier diversity initia- health care team is essential for us one, every time. The people who
tives that enhance Sparrow’s ability to care for and serve the diverse are Sparrow range from teen volun-
to partner with local and regional communities across mid-Michigan. teers and student nurses to doctors,
minority-owned businesses. Patients expect our physicians, nurs- nurses and support staff with more
Today, Sparrow stands as mid- es, staff and volunteers to reflect the than 40 years of experience. This
Michigan’s largest and most compre- people who make up this region. year, one of Sparrow’s Escort Service
hensive health care organization and Our Sparrow team encompasses volunteers turned 100 years old.
the region’s largest private employer.

Are there unique opportunities in “One example of the ethnic diversity within our region
your particular industry for can be found in the language interpreting service within
implementing diversity programs?
Yes, certainly there are, because
Sparrow Hospital, a service that eliminates language as
there may be no more complex and a barrier to receiving quality care. ”

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Additionally, Sparrow Hospital
is formally affiliated and just a few
short miles from one of the world’s
foremost learning institutions –
Michigan State University – an
organization which is committed
to providing learning and advance-
ment opportunities for all.
One example of the ethnic diver-
sity within our region can be found
in the language interpreting ser-
vice within Sparrow Hospital, a
service that eliminates language as
a barrier to receiving quality care.
The top five languages interpreted
at Sparrow are Spanish, Somali,
Russian, Burmese and Swahili. It
speaks to the ethnic variety within
the community, which we also try to
reflect in Sparrow’s large workforce.
Given these realities, we have
developed and continue to improve
our diversity and inclusion program
and help provide leadership to other
organizations.
Sometimes diversity is referred to
as a “numbers game” – how does
your company know its culture is
not tied up in numbers?
The people who seek jobs at
Sparrow do so because they want to
make a significant difference in the
lives of others. The “numbers” we
most focus on are our patient satis-
faction scores, our associate engage-
ment and medical staff alignment
metrics, and our quality outcome
statistics. Our approach leads us to
recruiting people based primarily
on how much they care about oth- approach to selecting, developing
ers – their colleagues and the people and retaining a diverse and inclu-
we serve.
Building a diverse organization
starts at the top
Sparrow Health System’s Board of Directors is
made up entirely of people who volunteer their
time and expertise to serve the people in the
mid-Michigan region. James W. Butler III serves
as chair of the Sparrow Board, a post he has
held since 2009. Butler, a longtime community
advocate, also serves as director of the Urban
Revitalization Division of the Michigan State
Housing Development Authority. He is a highly
decorated combat veteran of the Vietnam War,
receiving four Bronze Stars for heroism.
A s the first African–American to serve as James W. Butler III, chair of the
chair of the board of Sparrow in its 114-year Sparrow Health System Board
history, I am in a unique position to bring a dif- of Directors
ferent perspective to our leadership team. I try to
make people understand the diversity perspective in all the decisions we make.
Serving as chair of the Sparrow Board of Directors is a role I take very seriously,
for it is vitally important to the overall health status of the region we serve. I am also
keenly aware that as the first African-American to serve in this role, my performance
influences the chances of other minorities to serve in similar leadership positions.
Consequently, I am a strong advocate for an agenda that advances diversity and inclu-
sion at Sparrow. I am pleased to say it is an agenda that is sincerely embraced by our
board and by our president and CEO, Dennis Swan. Sparrow has worked hard to de-
velop a process and methodology to advance the concepts of diversity and inclusion.
Fortunately, we live in a region that is relatively advanced in embracing the
concepts of diversity and inclusion. People in mid-Michigan aren’t that hung up on
race, religion or ethnicity. Employers tend to focus more on things like work ethic and
positive attitudes. These qualities are highly sought after, recruited and rewarded.
Sparrow, under the leadership of Dennis Swan, has made great strides in emphasiz-
ing these qualities in its workforce and reflecting the diverse profile of our community.
Still, we have plenty of work to do. We are doing more to attract and retain more top
and mid-level executives from minority populations. We are working to develop stronger
mentoring programs to help develop minority candidates to advance up the corporate
ladder. And Sparrow’s leadership team is becoming more active and visible in our com-
munity so that minority populations become familiar with our organization and under-
stand that there are great careers in health care and in health care administration.
It is indeed a great honor to serve as the chair of a progressive and forward-think-
ing organization such as Sparrow. It is also a great responsibility to keep Sparrow as
a leader in providing the highest quality health care and at the forefront of promoting
diversity and inclusion in the region we serve. It is a responsibility I wholly accept and
am eager to uphold.
We believe in a comprehensive are interviewed for alignment of
values and behaviors with our orga-
nization’s mission, vision and values.
sionary workforce. New applicants While skills are imperative, we seek
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Dennis A. Swan | Sparrow Hospital and Health System
At the Sparrow Women’s Hospital Association annual luncheon, Sparrow President Den-
nis Swan and Sparrow Board of Directors Chair James Butler III flank Service Auxiliary
volunteer Martha Freeman as she receives a bouquet of flowers, gifts and a standing
ovation for her 50 years of volunteer service to Sparrow.
people who have high impact in their
churches, schools, homes, neighbor-
hoods and other associations. Our
behavioral-based interviews with
potential peers and leaders help us
to ascertain character traits such as:
Are they open, honest, warm and
genuine? Do they enjoy being part
of a diverse team? Our process allows
us to make these key judgments to
try and gauge how they will react in
a dynamic and diverse organization.
“We believe in a
comprehensive approach
to selecting, developing
and retaining a
diverse and inclusionary
workforce.”
34 P ro f i l e s i n D i v e r s i t y J o u r n a l
What resources are allocated
to diversity?
We have a Diversity and
Inclusion Department led by a direc-
tor who reports to our Vice President
of Human Resources. We also have
a Diversity and Inclusion Advisory
Council consisting of associates from
a wide variety of backgrounds who
meet to direct programs and activi-
ties to promote, develop and enhance
our diverse workforce.
Currently, we have a three-year
diversity and inclusion strategy. Each
year, the plan is thoroughly reviewed
to ensure it remains aligned with our
organizational priorities. Within the
plan are goals for our Diversity and
Inclusion Department. However,
all of Sparrow’s leadership team is
accountable for helping reach these
goals.
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Sparrow takes the lead to
fight childhood obesity
In concert with First Lady Michelle Obama’s “Let’s
Move!” campaign that aims to promote healthy
eating and exercise habits in American children,
Lansing’s Sparrow Health System has taken the
lead in fighting childhood obesity in mid-Michigan
with a number of innovative programs:
Fitness Initiative Targeting Kids
(F.I.T. Kids)
Debuting in 2008, the F.I.T. Kids program
works with inner-city middle-school teachers and
students to create fun, interactive educational
activities that encourage students to increase
physical activity and to make healthier food
choices. F.I.T. Kids received the prestigious
2010 Ludwig Award from the Michigan Health &
Hospital Association.
Feelin’ Good Mileage Club
This incentive-based, eight-week walk/run
program is offered each spring to all elementary
schools in Sparrow’s eight-county service area.
The local Kohl’s department stores generously
support the program so it can be offered free of
charge to schools. Children earn a “toe token” for
each five miles logged and a specially designed
water bottle at the 20-mile mark. Sparrow has
been building this program for more than 13
years and presently has more than 44,000
students participating.
Michigan Mile
The capstone event for the end of the Feelin’
Good Mileage Club is the Michigan Mile, held
at Cooley Law School Stadium, home of the
Lansing Lugnuts, a Class A Minor League
baseball team. The sole “kids only” walk/run
event in Michigan, children can choose from the
one mile event, or shorter sprints. Everyone gets
a specially designed t-shirt and all finishers get a
medal. This year nearly 2,500 children and their
parents participated.
In what other ways does your orga-
nization demonstrate its commit-
ment to diversity and inclusion?
Within our organization
hardly a week goes by without some
At Sparrow’s Michigan Athletic Club, a personal trainer leads a group of students from
Lansing’s Pleasant View and C.W. Otto Middle schools in group exercises in the assessment
phase of the award-winning Fitness Initiative Targeting Kids (F.I.T. Kids) program. The colorful costumes of dancers from
Lansing’s Fantasia Ballet Folklorico helped
spice up an afternoon of food, music and
discourse at a Cinco de Mayo celebration
held in the Sparrow Professional Building
atrium. The event, sponsored by Sparrow’s
Diversity and Inclusion Department, is one
of more than a dozen ethnic-themed events
held throughout the year.

Bisexual-Transgender (LGBT)
issues, we have celebrated Cinco
de Mayo Day, and offered an Asian
American Awareness program. This
fall, we have scheduled a Middle
Eastern Awareness event, our annu-
al Diwali celebration and a Native
American Day.

More than 2,100 children and 170 adult volunteers spill on to the outfield warning track at How does an industry as fast-
Lansing’s Cooley Law School Stadium for the beginning of the 2009 Kohl’s Michigan Mile/KID-
SPRINT sponsored by Sparrow.
changing as yours keep up with
diversity development throughout
the organization?
We use both internal and
type of Sparrow-sponsored event with Disabilities Awareness presen- external forums to keep diversity
that raises awareness of the diver- tation, participation in the Capital and inclusion visible to our associ-
sity in our organization. This sum- African-American Parade and ates, volunteers, physicians and the
mer, among the many programs we Heritage Festival, conducted a forum communities we serve and work
have sponsored are an Americans to raise awareness to Lesbian-Gay- hard to communicate the business

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Dennis A. Swan | Sparrow Hospital and Health System

case for diversity across the orga-

nization. Diversity and inclusion
initiatives contribute to organiza-
tional excellence and attaining per-
formance targets which also is doing
what is right for all. Our diversity
and inclusion ideals are not held
to meet numerical targets or avoid
litigation. We seek to create a work-
place where diverse backgrounds,
ideas and perspectives are embraced.

Can you describe your method

for orienting new hires into your
culture, for enriching employees’ As a major teaching hospital, Sparrow is the clinical center of training for more than 200
resident physicians in 33 different medical specialties. In addition, each year Sparrow
awareness or introducing helps train more than 600 nursing students, 60 medical students and dozens of students
new issues? in a variety of health care occupations.
At Sparrow, all new associates go
through an orientation process that
includes action steps and checklists
to integrate them to the organization
and their department. Prior to an
applicant participating in the inter-
view process, we ask that they read
and agree with our ICARE values.
ICARE is an acronym
for Innovation, Compassion,
Accountability, Respect and
Excellence. Imbedded in the lan-
guage of the Respect value is the
ability to comprehend and value
diversity, inclusion and teamwork.
These are essential to our organiza-
tional success.
On their very first day new In 2009, Sparrow Hospital earned the nation’s most prestigious honor for nursing
achievement and excellence – American Nurses Credentialing Center (ANCC) Magnet
associates are introduced to our Recognition Program®. Considered the “gold standard” for nursing care in hospitals,
Diversity 101 on-line course. The status as a Magnet-recognized organization is held by only about six percent of Ameri-
curriculum of this course includes ca’s hospitals.
our organization’s core values, as
well as important principles such states: “Treat others in a manner become more aware of, and dem-
as our Platinum Rule, a philosophy that is meaningful to them.” onstrate an individual commitment
of service that goes beyond the Throughout an associate’s career, to, diversity and inclusion. These
Golden Rule. The Platinum Rule we offer many opportunities to include training programs, team

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Last year, Sparrow treated nearly 30,000 inpatients, provided services to more than tors, guidance, support and devel-
600,000 outpatients and more than 100,000 emergency medicine patients. Sparrow
opmental opportunities to reduce
blends the knowledge and expertise of more than 900 physicians, 7,000 associates
and 1,600 volunteers with the most advanced technology, to serve as a comprehensive turnover and retain intellectual and
health system for an eight-county population. skills capital. Our diversity and
inclusion commitment allows access
engagement and organizational and What are your plans for the future to a greater talent pool.
community events. in regards to advancing diversity Finally, we have to do a better
Sparrow is a community-owned- and inclusion within your job of taking this message to all of
and-operated, not-for-profit organi- organization? our stakeholder groups. We are not
zation with 114-year-old historical First of all, we face loom- into congratulating ourselves or seek-
roots in the community. Whether ing shortages of physicians, nurses, ing awards. We are about becom-
they were born at Sparrow or information technologists and certi- ing stronger advocates for diversity
their kids were, or whether our fied, accredited and licensed staff. So and inclusion throughout the region
hospice program helped their fam- we must continue to have a presence by leading by example. At Sparrow,
ily through extremely challenging in the area schools to attract young we want our diversity and inclusion
times with compassion, part of what people to the wide variety of health efforts to be more than “programs-
inspires many of our associates is care employment opportunities. of-the-month.” We know that our
knowing they are part of this larger We will remain steadfast in commitment to diversity and inclu-
piece of history. As you might ima attracting and retaining a workforce sion as a long-term strategic priority
gine, most of our hires are from which properly reflects the available will enhance our ability to be a major
our community and already possess talent pool, across all of our job agent for lasting, positive change and
some knowledge of Sparrow before groups. We must also provide men- advancement in our region. PDJ
they begin to work here. What we
strive for is to make Sparrow a place
where people are respected for who
they are – for their differences – and “We will remain steadfast in attracting and retaining a
where there is no need to blend in workforce which properly reflects the available talent
to become a contributing member
pool, across all of our job groups.”
of the team.

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 S
ince becoming Sparrow president and CEO in 2005,
Dennis A. Swan has brought energy, passion, intensity
and a patient-centered philosophy to Sparrow. His insis-
tence on clinical excellence coupled with best-in-class service
quality is the driving force of his leadership team. A member of
the Sparrow executive team for nearly 30 years, Swan previously
served as Sparrow’s senior vice president of operations and chief
operating officer.

Where does your personal belief in diversity and inclusion come

from? Who were your role models, or what pivotal experience
helped shape your view?
My personal beliefs in diversity and inclusion stem from the
teachings of my parents, who dearly communicated the value and
equality of every person and opinion.
Personal | Dennis A. Swan
Company name:
Who has shaped your thinking as a business leader? Sparrow Hospital and Health System
I have tried to absorb lessons from some of the great busi- Title: President and CEO
ness and health care leaders, such as well-known business authors
Age: 62
Tom Peters (In Search of Excellence), Jim Collins (Good to Great),
Education:
Peter Drucker (many, including The Definitive Drucker) and Erie Bachelor of Arts, Western Michigan University;
Chapman (Radical Loving Care: Building the New Healing Hospital Juris Doctorate, Thomas M. Cooley Law School
in America). First job: Banking

Philosophy: “Study while others are sleeping;

work while others are loafing; prepare while others
How did you get your present position? What was your are playing; and dream while others are wishing.”
career path? – William Arthur Ward
Initially I served as vice president of human resources at Sparrow What I’m reading: Radical Loving Care, by
before becoming chief operating officer, and then president Erie Chapman; Hardwiring Excellence, by Quint
Studer; Take the Stairs, by Roger Looyenga, Joe
and CEO. Tye and Don Jones; and Management Lessons
from Mayo Clinic, by Leonard Berry and Kent
Settman
Who were your mentors? Interests: Family travel, movies, reading, and
Banking executives Andy Hays and George Nugent. Also trying to make a difference in service to others.

serving as my mentor was longtime Sparrow President F. Karl Childhood hero: Robert F. Kennedy
Neumann, who retired from Sparrow in 1990. Best picture (film/art):
The Shawshank Redemption

Favorite game:
If you were in a roomful of colleagues, what might they say about Golf with my 3½-year-old grandson
you, your style or your business sense? Favorite charities: Sparrow Foundation;
Low key, high impact, strong work ethic, high integrity, and Michigan State University; Thomas M. Cooley
Law School
dedicated to others getting the credit for team successes.
Person I’d like to get to know
over lunch: Hank Aaron

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