October 2007

Sophalline Seng

Interpreter Services Department

Star Performer, Sophalline Seng "An outstanding employee who demonstrates loyalty and dedication to the hospital and the patients he serves," is how co-workers describe Sophalline Seng of Interpreter Services, our October Star Performer of the Month.

Sophalline is a full-time in-house Khmer translator, first coming to LGH as a freelance translator and then coming on full-time in July 2006. In his position, he translates the spoken word from English to Khmer for our Cambodian population to ensure understanding between a provider and the patient. He also coordinates requests from hospital departments for interpreter translations for both inpatients and outpatients, arranges interpreter schedules, and tracks patient needs for services.

Gale Patenude, RN, Patient Advocacy Manager, says that Sophalline truly exemplifies "Patients First in Everything We Do" For example, if a patient need is after hours or on a weekend, he will change his own schedule to accommodate the patient.

Erin Donovan, Director of Risk Management, says that Sophalline is often commended by providers for his excellent performance as an interpreter and patient advocate. She recalled a time when a physician surveyor was very impressed with Sophalline's service during a procedure in Interventional Radiology. Sophalline accompanied the patient throughout the entire procedure, instead of translating the initial discussion with providers. "Sophalline was a strong asset to the patient, who would be anxious if he had to express concerns to the providers given his language barrier", says Erin.

He extends this same level of professionalism to his fellow employees, always balancing formality and friendliness. "He always has a smile on his face, and greets the staff by name," says Cheryl McAuliffe, technician in the Intermediate Care Unit. Cheryl says that Sophalline is always helpful and quick to respond when paged. He takes initiative to come visit the Khmer-speaking patients without being called to ensure that they are comfortable and that their needs are communicated effectively with staff.

Sophalline lives in Lowell and enjoys such hobbies as fishing and reading.

Congratulations, Sophalline. You're a Star!