Draft Industry Standard Spa Wellness Entities - OneCaribbean

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Industry StandardFor Spa and WellnessEntities in CARIFORUM TerritoriesThe University of the West IndiesCave Hill Campus

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness SectorContentsForeword. 5Acknowledgements. 5Reference Documents. 50.Introduction . 71.Scope . 72.Terms and Definitions . 83.The Physical Environment and Facilities . 104.3.1General requirements of the wellness area . 103.2The spa area . 113.3Reception Zone . 113.4Fitness area . 113.5Gymnastics room . 123.6Changing area . 133.7Swimming pool area . 133.8Natural Swimming Pools, Salt Water Swimming Pools, Mineral Baths/Spas . 173.9Sauna . 183.10Relaxation area . 193.11Sanitary area . 20Health and Wellness products . 204.1General requirements . 204.2Product specifications . 214.3Use of monitoring and measurement devices . 214.4Suppliers. 221

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector4.55.6.External Service Providers . 22Safety and Hygiene . 235.1General safety management. 235.2Risk assessment . 245.3Occupational health . 245.4Cleaning procedures . 245.5Integrated pest management . 255.6Emergency plans . 255.7Checklists . 265.8Monitoring . 265.9Water quality . 265.10Emergencies (technical) . 265.11Medical emergency management . 275.12Staff Hygiene . 275.13Guest (customer) hygiene . 285.14Materials used for treatments . 285.15Safety and Hygiene in the rooms . 295.16Food and Beverage in the spa area. 29Services . 306.1General Guest (customer) relations. 306.2Initial consultation with the guest (customer). 306.3Treatment Plan . 306.4Medical check-up . 316.5Activities (Tai Chi, Chi Gong, Gymnastics, Yoga, etc.) . 312

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector6.67.Treatments . 326.6.1Massages in general . 326.6.2Massages with stones, wooden instruments and instruments of other materials . 336.6.3Massages with herbs. 336.6.4Massages with oil or oil-containing agents . 336.6.5Ayurvedic oil treatments in general. 346.6.6Thai massage/Shiatsu massage . 346.6.7Lomi-Lomi Nui . 356.6.8Hydrotherapy (bathtubs with thermal water or additives) . 356.6.9Massages with water (Hydro-massage, Vichy-Shower, etc.) or with soap . 356.6.10Treatment with peloids . 366.6.11Electrotherapy. 366.6.12Inhalation . 376.7Solarium . 386.8Hydrojet . 386.9Jacuzzi-Whirlpool . 386.10Thalasso therapy . 386.11Beauty Services . 406.12Handling inappropriate guest behaviour . 436.13Supplementary wellness related aspects for wellness hotels . 43Management Responsibilities . 457.1Operational manual . 457.2Staffing . 457.3Code of Ethics. 453

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector7.4Epidemiological investigations. 457.5Regulatory compliance . 457.6Facilities and consumables . 468.Staffing and staff responsibilities . 46Appendices. 47a.Staff Qualifications and Training . 47b.Quality Management Systems . 51c.Licensing, Certification and Accreditation . 54d.Water Quality Analysis .55e.Food and Beverage- Food Safety Management . 59f.Health and Wellness Claims . 60g.Natural Resources and Environmental Management. 604

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness SectorStandard for the provision of Health and Wellness Tourism Services and Products in the CARIFORUMRegionForewordThis standard has been prepared for the purpose of setting out the requirements for the provision ofgoods and services within the Health and Wellness sectors of the Tourism industry throughoutCARIFORUM. The aim is to assure consumer credibility in the services provided and to preventfraudulent practices.AcknowledgementsAcknowledgements are made to the following institutions which contributed to the development of theindustry standard for spa and wellness entities:-The University of the West Indies, Cave Hill CampusCaribbean Export Development AgencyCaribbean Development BankCARICOM Regional Organisation for Standards and QualityGovernments in the CARIFORUM TerritoriesReference DocumentsThis standard makes reference to the following documents:European Spas Association (2011): Quality criteria for Wellness Hotels, Hotel Spas, Thermal Spas andDay Spas – the international certification EuropeSpa wellness (not published)Austrian Committee for improving quality – Guideline Health Tourism (not published)German Hotel Association, IHA (2011): Association Criteria “Wellness Hotel”British International Spa Association & Spa Business Association, BISA (2011): Spa Accreditation Scheme– Standards and Quality GuidanceWorking Group “Hygiene” of the Public Health Services in Mecklenburg-Vorpommern, Germany (2004):Hygiene Requirements for Wellness TreatmentsGerman Spas Association (2011): Definitions – Quality Standards for the official Recognition of HealthResorts, Relaxation Resorts and Medical SpringsWellness Hotels Germany GmbH (2011) – Quality StandardsEuropean Spas Association, Committee 4 (2006): Terms of Definitions for Medical Spas in EuropeHealth Ministry of Austria: Regulation about Hygiene in Swimming Pools, Sauna Areas, Warm Air- andSteam Bathes as Well as Small Bathing PondsWHO (2006): Guidelines for Safe Recreational Water Environments, Vol. 2: Swimming Pools and SimilarEnvironments - WHO Library Cataloguing-in-Publication DataGerman Committee on Medical Wellness (2011): Synopsis of Quality Management Standards RegardingMedical Wellness and “HOSPITALITY & SPA“European Union (2010): COUNCIL DIRECTIVE of 27 July 1976 on the approximation of the laws of theMember States relating to cosmetic products5

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness SectorRegional Standards, e.g. Turinigian Survey on Food-Safety and Consumer Protection (2002): FrameHygiene Plan for Facilities and BusinessesGerman Industry Standard, DIN 19643 (2010): Treatment of Water for Swimming and Bathing Basins,Council Directive 93/42/EEC of 14 June 1993 concerning medical devicesEU-Guideline ChemicalsRegulation (EC) No 852/2004 of the European Parliament and of the Council of 29 April 2004 on thehygiene of foodstuffsGerman Working Group Medical Wellness (2011): Summary Medical Wellness and Hospitality & SpaQuality -Management StandardsALPINE WELLNESS INTERNATIONAL (2004): Quality StandardsREGULATION (EC) No 1223/2009 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 30November 2009 on cosmetic productsTunisian Standard NT 126.05 (2007): TOURISM SERVICES – GOOD PRACTICES IN THALASSOTHERAPY (notpublished)ISO/DIS 28621(2012): Medical spas using natural resources — Service requirements (not published)German Trade Association for health service and public welfare (2009): Risk Evaluation in Beauty andWellness AreasCOMMISSION DIRECTIVE 2003/40/EC of 16 May 2003 establishing the list, concentration limits andlabeling requirements for the constituents of natural mineral waters and the conditions for using ozoneenriched air for the treatment of natural mineral waters and spring watersCOUNCIL DIRECTIVE 98/83/EC of 3 November 1998 on the quality of water intended for humanconsumptionEuropeSpa med / EuropeSpa wellness (European Spas Association, Brussels)Best Health Austria / Best Health International (Austria)Wellness Stars (Germany), Medical Wellness Stars (Germany) (criteria not published)Alpine Wellness (Austria)“Q” Certificate of the Spanish Tourism Institute (criteria not published)Quality Label of Swiss Tourism (Switzerland)Wellness im Kurort / Prävention im Kurort (German Spas Association)Medispa (Czech Republic) (criteria not published)Wellness-Certificate of the German Wellness Association (criteria not published)Wellvital (Bavaria)World Class Spa Standard Process, Ministry of Public Health, ThailandThai Spa Excellence Quality Standard, Thai Spa AssociationStar Rating System, Ministry of Tourism and Spa Associations of MalaysiaSpa Accreditation Program, Spa Association of SingaporeAssociation of South East Asian Nations, Spa Standards (2015)Manual of Internationally Prescribed Policies and Procedures in Spa OperationsBali Spa and Wellness Association Standards and Practices, Bali Spa and Wellness AssociationCaseTrust Accreditation for Spa and Wellness BusinessesAssociation of Southeast Asian Nation (ASEAN) Spa StandardsIntelligent Spas Spa Operating Procedures Manuals6

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness SectorLeading Spas of Canada: Standards & PracticesLeading Spas of Canada: Standards & Practices for Medical EstheticsLeading Spas of Canada: Code of EthicsTherapeutic Massage and Bodywork - National Certification Board for Therapeutic Massage & BodyworkAcupuncture and Oriental Medicine - National Certification Commission for Acupuncture and OrientalMedicine (NCCAOM)Cosmetology - National Accrediting Commission of Cosmetology Arts & Sciences (NACCAS)Global Best Practices for the Spa Industry- International SPA Association (ISPA)The International Standards of Spa Excellence – Spa Quality LLCQuality Assurance Approved Programme – Leading Spas of CanadaJamaican Standard Specification for Spa Entities (FDJS 319: 2011Recreational Water Quality Monitoring Programme – Special Swimming Pools Standards – Ministry ofHealth Jamaica0. IntroductionThis standard was developed through a benchmarking process aimed at providing qualityassurance criteria for CARIFORUM. Inputs for the benchmarking process were derived from aRegional situation analysis and a review of applicable standards from the international arena.Both mandatory and voluntary criteria were assessed using a matrix system for comparativeanalysis. This matrix formed the basis for the recommendations of the criteria for this standardfor CARIFORUM.The principal objectives of the standard are to:To harmonize the minimum quality levels applicable to the provision of goods andservices to the sector.To promote a level of customer service in the Region which meets or exceedsinternational best practicesTo provide a framework through which growth in the Regional Health and Wellnesssector can be stimulated1. ScopeThis standard establishes requirements for the facilities used in providing health and wellnessservices as well as the products and operations involved in providing the services. Wellnessfacilities include, but are not limited to:i.ii.iii.iv.Spas – day spas, hotel spas, thermal spasFitness centresWellness resortsVarious combinations of the above7

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector2. Terms and DefinitionsFor the purpose of this standard:“Audit” means a systematic and functionally independent examination to determine whetheractivities and related results comply with planned objectives.“Certification” means the procedure by which official certification bodies, or officially recognizedcertification bodies, provide written or equivalent assurance that wellness goods and services orrelated quality assurance systems conform to requirements. Certification of goods and servicesmay be, as appropriate, based on a range of inspection activities which may include auditing ofquality assurance systems.“Certification body” means a body which is responsible for verifying that a product is produced,prepared or handled; and that a service is provided in accordance with the requirements set outin the standard.“Claim” means any representation which states, suggests or implies that a product or service hasparticular qualities relating to its origin, therapeutic properties, nature, composition or any otherquality.“Competent Authority” means the official government agency having jurisdiction.“Consumer”/”Customer” / “Guest” means persons and families purchasing and receiving goodsand services in order to meet their personal needs.“Core processes” mean the minimum individual tasks to be accomplished to provide a certainlevel of consistency in output of a service or product.“Day Spa” means a spa which provides wellness services which are arranged and provided withina 24 hour period. A Day Spa is fixed on one location and not movable. These services may includerelaxation treatments. Day spas may also have additional facilities such as a swimming pool area,a sauna area, a fitness area, a gym, a beauty area, a solarium, manicure or pedicure treatment ora haircutter/hairdresser/beautician.“Hotel Spa” means a spa which is located within a hotel facility and whose activities areintegrated into the guest services provided by the hotel. A Hotel Spa has similar facilities to thosedescribed under “Day Spas”.8

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector“Inspection” means the examination of products or systems of control of production of theseproducts; or the process of delivering services to verify that they conform to requirements.“Mineral bath/spa” means a bathing pool facility which uses water obtained from a mineralspring and which has a higher mineral content (greater than 1000 mg/L). It is required that thewater flow continuously through the pool.“Natural swimming pool” means an excavated, entombed or naturally occurring area, basin,chamber, or tank containing a body of untreated fresh or sea-water which flows continuouslythrough the facility and is used for swimming, diving or recreational bathing. The water flowsdirectly from a natural source and its composition is adjusted where required by biologicalmethods only.“Official Accreditation” means the procedure by which a government agency having jurisdictionformally recognizes the competence of an inspection and/or certification body to provideinspection and certification services.“Process description” means a detailed outline of activities performed to achieve the level ofconsistency in the output of a product or service.“Salt water swimming pool” means an entombment, basin, chamber, or tank containing a bodyof treated sea water, or man-made saline water, where the water is re-circulated and is used forswimming, diving or recreational bathing.“Thermal Spa” means a pool facility with natural or artificial thermal water with a minimumtemperature of 30oC in one basin. The infrastructure requirements are the same as described for“Day Spas”.“Wellness Hotel” means a hotel which provides a holistic wellness service for the guest, i.e. theentire range of hotel amenities and guest activities are designed to promote a “wellness”experience for the guest. These include “wellness-cuisine”, “wellness programs”, sport activities,a spa area, swimming pool and sauna area, fitness area, outdoor and indoor exercise activities,relaxation programs and beauty-area . There is also an operational policy of environmentalprotection. A wellness hotel always offers wellness treatments and fitness programs. A wellnesshotel may also offer medical- related wellness programs (“Medical Wellness”). This may includethe usage of natural local agents such as healing mud, natural thermal water, sea water,seaweed, salt, herbs, etc.9

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector3. The Physical Environment and Facilities3.13.1.1General requirements of the wellness areaThe wellness area should be adequately ventilated to ensure that customers are notadversely affected by ambient temperature and humidity.3.1.2 The floor and walls in the wellness area should be kept clean and sanitary at all times inaccordance with applicable Public Health regulations.3.1.3 The wellness area should provide adequate space for a relaxation room (other than thepublic waiting area around the reception desk) for the use of customers using thewellness services.3.1.4 An adequate supply of drinking water should be made available in the wellness area,including the area outside of the relaxation room.3.1.5 The rooms where wellness services are provided should be designed and equipped insuch a manner as to ensure:Adequate ventilation and lighting intensityPrivacyA calm and peaceful environmentMinimization of the risk of injuryAn adequate degree of comfort for customers3.1.6 In hotel wellness areas, including spas and swimming pools, facilities supporting thewellness offerings should be available at such times and for such duration as to satisfythe needs of the guests. 3.1.7 Application rooms should be of adequate size (aminimum of 10 square metres is recommended) to provide the environment described initem 3.1.5 and should be equipped with a washbasin and/or shower, as necessary tofacilitate the removal of residues of materials used in the treatments.3.1.8 Equipment used in applications should be appropriate for the particular application andshould be maintained and sanitized in order to minimize adverse effects on customers.3.1.9 Each customer should be provided with the necessary personal care supplies to facilitatetheir use of the services. It is recommended that this should include shampoo andshower gel and a minimum of 2 towels per day for guests of wellness entities.3.1.10 There should be a maximum waiting time during wellness applications. It isrecommended that this time should not exceed 10 minutes.3.1.11 In hotels, the wellness area should be located inside the hotel, or directly connected to it(i.e. the customer can reach it on foot and dressed in a bathrobe without having to gooutdoors). The wellness area should not serve as a pathway to other areas of the hotel orthe pool area, i.e. there should be minimal public traffic through the area. It should notbe located in the basement.10

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector3.1.There should be no disturbing odours or noise in the wellness area. Smoking is prohibitedin the wellness area.3.2The spa area3.2.1A spa area should have a minimum of:A spa receptionA consulting area2 massage roomsA relaxation roomA spa area should be located so that there is a minimum of traffic flow and noise. In hotelspas, there should be adequate spatial separation between the treatment area and thepublic pool and sauna to ensure that this can be attained.The individual treatment areas should be accessible only by way of the reception andonly to those who have booked treatments there.Fittings and furnishings in the treatment rooms should be in a good condition andsuitable for inducing the effect described in item 3.1.5Entertainment electronic products, computers, mobile phones and similar productsshould not be permitted in the spa area. There should be appropriate signage to indicatethis.3.2.23.2.33.2.43.2.53.3Reception Zone3.3.1The reception zone in the wellness area should be continuously manned during openinghours.The following information should always be available for inspection by customers andregulatory personnel in the reception zone:Services providedDates and times of operationPersonnel list, together with relevant individual certificationPrices of wellness servicesThe reception zone should be separated from, and control entrance to, the wellness areaand should provide seating for customers.3.3.23.3.33.4Fitness area3.4.1The fitness area should be adequate to provide for the equipment and its use whileminimizing the possibility of accidents and risk of injury.The fitness area should be adequately ventilated and its temperature regulated to ensurethe comfort of those utilizing the services.There should be adequate lighting to ensure the comfort of users of the services.113.4.23.4.3

CONFIDENTIALUWI Health and Wellness Consultancy Team – Development of Standards for the Regional Health andWellness Sector3.4.4Beverages for rehydration should be made available to customers using the fitnessservices.3.4.5 There should be a minimum of 1 appropriately qualified person in attendance in thefitness area while the facility is open for use.3.4.6 Equipment in the fitness area should be of an appropriate design and quality to render itsuitable for its intended use.3.4.7 There should be adequate and detailed instructions provided on the use of the trainingequipment available for use. This instruction should be provided by individuals with therequisite knowledge and expertise and should take into account the range of ages andhealth status of customers.3.4.8 There should be separate sections for:Cardio – trainingMuscle trainingBack training3.4.9 Equipment in the fitness area should include:Exercise machineDumbbellsStepperTreadmillOptional equipment includes:Special back-training equipmentButterflyRowing machineLeg pressModern cardio machines3.4.10 Notices should be affixed to the fitness equipment explaining how it is to be used.3.4.11 Towels for use should be made available in the fitness area.3.4.12 Disinfectant or sanitizer along with disposable wipes or single use paper towel should bemade available in the fitness area.3.5Gym

World Class Spa Standard Process, Ministry of Public Health, Thailand Thai Spa Excellence Quality Standard, Thai Spa Association Star Rating System, Ministry of Tourism and Spa Associations of Malaysia Spa Accreditation Program, Spa Association of Singapore Association of South East Asian Nations, Spa Standards (2015)

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