Connie Hartley is a self-proclaimed “Southern gal” who believes faith and family are the foundation of a happy life. As one of the founding members of Palmetto Infusion, she has been an instrumental force for good since the company’s inception, although she’d rather turn the spotlight on others than claim any of the glory for herself.
Giving back has always been her passion, so it’s not surprising that Connie graduated from the University of Alabama with a Bachelor of Science in Nursing and pursued a career in healthcare.
Initially, she practiced critical care nursing and seized an opportunity for a general manager position for a company known as T-Square Medical. She climbed the corporate ladder fast and took on the Regional Vice-President of Operations role. After a merger, she played a key part in Coram Healthcare’s market consolidation, becoming Vice-President of Reimbursement.
In 1997, she became Vice-President of Infusion Services at Integrated Health Services. In her role, she was an integral part of acquisitions, which led to the formation of IHS Infusion Services Division, and the dream that became Palmetto Infusion was born.
Connie saw the enormous potential of the infusion industry, but she was ahead of the curve, and not everyone matched her passion and commitment. While she is lauded for being a trailblazer in the healthcare sector, Connie quickly points to the roles of the late Mike Busby and his wife, Pam.
She says, “As a pharmacist and visionary, Mike recognized a significant opportunity in the emergence of new drugs in the marketplace, particularly monoclonal antibodies. These drugs presented a chance to provide treatment outside of the hospital setting. However, due to their cost and associated side effects, administering them at home was not feasible.”
The opportunity to acquire an infusion center location in South Carolina arose, and IHS Infusion partnered with four or five key operators. Realizing the financial challenges posed by the expensive drugs, Connie, Mike, and Pam understood the importance of aligning with a strong partner capable of providing financial support to procure the necessary inventory.
“Pam had a pre-existing relationship with Gary, who, in turn, introduced Charles, his father, into the collaboration. Together, they became our 50% partners, bringing substantial financial capabilities to support the growth of our business,” says Connie.
Expanding rapidly, the company opened a home infusion operation in Charleston and secured contracts with major players. The network of infusion centers grew across South Carolina, addressing patient needs beyond urban areas.
Connie says, “The Palmetto journey, spanning 24 years, reflects our dedication to providing essential services. Mike Busby’s legacy lives on through the thousands of patients we have served. I can truly say we probably were the first in the Southeast to develop infusion centers and maybe beyond that.”
The Founder’s Vision
Since the early days, Palmetto’s mission has been about treating colleagues and patients like you would treat family. She points out that maintaining that close-knit feel has been challenging as the company has grown from a small start-up to one with over 500 employees.
The leadership team at Palmetto is very intentional about creating a meaningful culture. An important part of this strategy is prioritizing live new employee orientations to ensure everyone feels an integral part of the company’s mission.
Connie says it all comes down to values in the long run.
“Several years ago, we took ownership of our culture by gathering key employees from various departments to define our values. The most meaningful one to us is simple: ‘Do the right thing.’ Despite potential financial gains, we’ve consistently chosen what’s right for our patients and employees. Knowing your identity, upholding your values, and demonstrating them daily is crucial, especially as a company expands.”
What Do Chicken Sandwiches Have To Do With Healthcare?
Staying ahead of industry trends is always challenging, but Connie believes in drawing inspiration from the Chick-fil-A approach.
“While they continue to excel in their signature chicken sandwich, they’ve expanded their menu with innovations like cool wraps and kale salads. Similarly, maintaining excellence in clinical care is crucial in our infusion centers, but we must diversify our offerings.”
In terms of further expansion and development, she points out that it is important to consider introducing infusions at alternative locations or exploring selective injectable therapies.
“Although we’re not aspiring to become a specialty pharmacy, addressing continuity of care gaps for patients transitioning from infusions to self-injectables is essential. By integrating these additional services, we ensure our relevance and avoid merely sticking to the ‘chicken sandwich’ of clinical care.”
Not surprisingly, The Connie Hartley Effect is so much wider and further than that of Palmetto and her loved ones. What motivates her to get up in the morning are the ongoing responsibilities that require attention, with a focus on the bigger picture.
“As part of my role, advocacy plays a crucial aspect, not only for the company but also for the infusion industry at large. I collaborate with various organizations, serve on advisory committees, and engage in government affairs activities with Premier, one of our GPOs. This involves making trips to D.C. to meet with Senate and Congress members, as well as their staff, to elucidate the benefits of our work — how it aids in saving healthcare costs and enhances the health of patients grappling with chronic diseases.”
It’s work she enjoys, and looking ahead, she says it is likely that her advocacy role is likely to evolve further.
For Connie, seeing the growth of Palmetto Infusion has been an honor and a privilege, but there is still work to be done – and we all need to roll up our sleeves and do our fair share to make the world a gentler, kinder place.
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