Quality Improvement – Patient Perspective “The Other Side”

This storytelling and reflection-based session invites attendees to step into the patient’s experience of surgery, from the vulnerability of lying on the operating table to the quiet confidence that comes from knowing a dedicated team is working behind the scenes to keep them safe. In The Other Side, Stephanie Mailman-Crouse shares her unique perspective as both a patient and a healthcare quality leader in Medical Device Reprocessing (MDR). Drawing from personal experience and years of work advancing quality improvement in MDR, she explores the powerful but often unseen connection between reprocessing practices and patient trust. Through storytelling and reflection, this presentation will: -Illuminate the invisible link between high-quality reprocessing and patient peace of mind -Highlight how MDR professionals contribute to patient safety in ways that extend far beyond technical compliance -Demonstrate the real human impact of quality improvement initiatives in MDR -Inspire pride, reflection, and renewed purpose among reprocessing professionals Attendees will leave with a deeper appreciation for the profound role MDR plays in every safe and successful procedure. Though much of this work happens behind the scenes, it forms the foundation of patient safety and healing. This session is both a story and a thank-you, a reminder that excellence in MDR touches lives in deeply human ways.

Stephanie Mailman-Crouse is a Quality Leader in Medical Device Reprocessing (MDR) with Nova Scotia Health, bringing over 15 years of experience in healthcare quality improvement and patient safety. She has led initiatives that strengthen safety culture, improve workflow efficiency, and align quality strategies with national standards. Stephanie holds a Diploma in Business Administration and has completed the Certified Quality Technician, Medical Device Reprocessing Technician, and Canadian Patient Safety Officer courses. She currently serves as Secretary on the CAMDR Board of Directors, where she supports national collaboration and knowledge exchange across the MDR community. Beyond her professional role, Stephanie offers a deeply personal perspective as a surgical patient. Through “The Other Side,” she connects her lived experience after having a breast cancer diagnosis at the age of 35 with her professional insights, highlighting how quality improvement in MDR directly shapes patient trust, outcomes, and safety.