Bell CEO Rick Ament looks over a report on the hospital’s satisfaction rating from Press Ganey, a service that compares hospitals on a national level. Compiled from outpatient surveys, Bell has used the information to improve services such as nursing and food. (Journal photo by Johanna Boyle)

ISHPEMING — While much local attention has been focused on the new Bell Hospital building, which opened last year, the attention of Bell’s Chief Executive Officer Rick Ament has been in a different area: customer service. “The external world focused on the building. Bell focused on the culture,” Ament said. Beginning in mid-2007, Bell began using the services of Press Ganey, a national health care research and consulting company that tracks patient satisfaction. And the numbers have improved greatly, Ament said. “Instead of comparing yourself to yourself, you’re comparing yourself to other hospitals,” he said. Press Ganey tracks results from thousands of different sized hospitals across the country and creates customized reports for Bell on a quarterly or even weekly basis. “It’s a great tool,” Ament said. “It’s very steep in data and statistical validity.