GLOSSARY – TERMS

1. «HSTAR» requirements Framework:

Set of qualification criteria for evaluation and management systems certification, for Hotels, Enterprises, Organizations, Associations or other Institutions, regarding the health safety and/or medical needs management of their guests in accordance to the specified standard module «H STAR I» / «H STAR II».

2. «Blue Service»:

The term «Blue Service» hereinafter refers to the primary level healthcare services provided in the frame of hospitality services’ HSTAR-Ι certification. It mainly refers to acute and intermediate healthcare response to emergencies and / or acute health problems for the hospitality services’ guests.

3. «Blue Service for Excellence»:

The term «Blue Service for Excellence» hereinafter refers to the special services provided to the Health/ Medical Tourists as described in the «HSTAR II HOTEL» criteria frame, in addition to the primary level healthcare services provided in the frame of hospitality services’ «HSTAR Ι» criteria (Blue Service).

4. «HSTAR Moderator»:

The responsible person appointed by the Enterprise management to coordinate all services/ activities related to the HSTAR conformity assessment requirements. «HSTAR moderator» is also responsible for handling of appeals and complains at first level as well as for the documents’ and records’ management.

5. «Blue Office»:

The term «Blue Office» hereinafter refers to the healthcare walk -in unit (a medical practice office) which is established in the hospitality premises, providing healthcare services to the customers- patients on a walk-in basis and with no appointment required. The term «walk-in unit» in general, describes a broad category of medical facilities, including urgent care centers, retail clinics and even free clinics or community health clinics.

6. «Blue code»:

The international term «Code Blue» or «Blue Code» is generally used to indicate a patient incident requiring resuscitation or in need of immediate medical attention, most often as the result of a respiratory arrest or cardiac arrest. When called overhead, the indication takes the form of «Code Blue, (floor), (room or place)» to alert the resuscitation team in which particular point or location should respond.

7. «Hospitality Blue –Code Team»:

The «Hospitality Blue -Code Team» is the pre-defined group of Enterprise employees and «Blue Office» staff, exclusively involved in the «Hospitality Blue Code» procedure.

8. «Enterprise Blue -Code» procedure:

The term «Enterprise Blue Code» procedure hereinafter, is used to describe a standardized documented process for the management of emergency incidents potentially life threatening for the Enterprise guest and visitor. The related procedure involves all staff that is defined as Enterprise Blue –Code Team and should be immediately available (first reaction, information transfer procedure, healthcare professionals on duty, ambulance availability, resuscitation protocols to be applied etc).

9. «Medical Intervention Plan»:

A schedule of procedures and arrangements designed to manage, step by step, health safety incidents for guests in Large Scale Events. Could also be presented to insurance companies or authorities for consideration or approval.

10. Documented Procedure:

The term «Documented Procedure» hereinafter refers to the written, adequately documented and standardized procedures that have been approved by responsible personnel of the «Enterprise» or management representative. Each documented procedure integrated to the existing Quality Management System (QMS) or the conformity assessment frame should be encoded by a unique number, the date of approval, and should furthermore be reviewed when required or every three years time at the latest.

11. Archives – Records- Files:

The term «Record» or «File» hereinafter refers to every physical or digital (electronic) file that is currently maintained and is relevant to the existing quality management system in order to prove conformity of the operations to the system requirements. The files should be maintained for a predefined period of time in order to provide evidence to the quality management system and rules’ of implementation.

12. Service Quality:

The term «Service Quality» is used in order to describe the output of any transforming process from information to activity and vice versa in the field of nonmaterial production through productive work which directly or indirectly adds value to the system, in terms of capital gain.
OR
the extent of discrepancy between guests’ expectations or desires, and perceived services.

13. Strategies and Policies:

The term «Strategy» referring to the business sector is defined as the «direction and the scope of an «Enterprise» in the short and/or in the long run which aims to ensure a competitive advantage through the provision of resources in a continuously reforming environment in order to respond to particular and current market needs and at the same time meet the expectations of major stakeholders».
The term «Business Policies» refers to the frame of company standards through which the «Enterprise’s» strategy is executed and implemented accordingly (i.e. marketing policy, public relations policy, financial policies, quality standards’ policy, etc.)

14. Quality: Compliance according to Standards requirements.

«Quality» of service or product is defined as: «conformity to requirements»
OR
«characteristics of service or product that meet guest expectations».
Quality standards’ establishment for a service or for a final product requires the definition of all relevant actions and resources that are needed in order to deliver the service and/or produce the product. In this respect, «quality» is incorporated into the service or product gradually, and in all development or production stages.

15. Operational Dimension of Quality:

The term «Operational Dimension of Quality» refers to the result of interactions between service providers and their guests.

16. Functional Dimension of Quality:

The «functional dimension» of Quality, is related fundamentally to individuals’ professional abilities.

17. Technical Dimension of Quality:

The term «Technical Dimension of Quality» is based on non-interactive elements. The «technical dimension» is related mainly to infrastructure and infrastructural facilities and technical resources which in general contribute to the final outcome of service provision.

18. Management – Executive Management:

The term «Management» or «Executive Management» hereinafter refers to the legal representative of the shareholders, the CEO or the Board of Directors, who are entitled, through election or other legal processes, to represent and take over responsibility on behalf of the «Enterprise» legal entity.

19. Quality Manager:

The «Quality Manager» is the person that is officially responsible and authorized by the Enterprise Management, to coordinate and assure the development, establishment, implementation, maintenance, supervision, and update of the procedures and relevant documents needed, in the context of the referred QMS.

20. Personnel Certification:

Professional certification, trade certification, or professional designation, often called simply certification or qualification of personnel, is a designation achieved by a person, to assure qualification to perform a job or task.
A personnel certification body is an organization that administers individual credentials. A personnel certification body develops criteria against which an individual needs to demonstrate competencies and ensures these criteria are held by applicants before certifying them.
Personnel certification bodies are accredited according to ISO/IEC 17024 standard, which has been designed to harmonize the personnel certification process, worldwide.

21. International Codes of Good Practice or International Best Practice:

The term «International Codes of Good Practice» (International Best Practice) hereinafter refers to approved industry codes of practice that provide operational or practical guidance and apply internationally. Effectiveness is proven by bibliography in the direction of particular conditions’ management or the achievement of specific organizational or operational goals of the «Enterprise».

22. «Hospitality Enterprise» or «Enterprise»

The term «Hospitality Enterprise» or «Enterprise» hereinafter refers to the Accommodation Facility / Hotel / Guesthouse / Cultural Center / Sport Facility / Social Events Organizer which will adopt and apply the procedures and requirements of this quality standard in order to be certified and officially registered – in the international HSTAR database of an authorized Certification Body.

23. Guests and Visitors

With the terms «Guest and Visitors» are considered any guests, spectators, fans, participants, followers or audience related to a «Hospitality Enterprise» or «Enterprise» as defined above.

24. Medical Service Provider / Healthcare Provider:

Under the term «Healthcare Provider or Medical Service Provider», within the present frame of criteria, is considered any organization / enterprise / unit that provides medical services or healthcare services of any type (emergency treatment, primary, secondary or tertiary care, diagnostic examinations and tests, etc.).

25. Safety Regulations: European Directives and International Safety Norms:

The European Commission sets European Directives in order to meet safety and health assurance criteria for European citizens.
Standardization organizations like CEN (Comité Européen de Normalization) and CENELEC (European Committee for Electro technical Standardization) accordingly issue European standards that support the major requirements of the directives. For non European countries, national or international safety norms guide the legislation regarding the safety and proper use of simple products, complex assemblies, constructions, and services.

The safety regulations require service / product control before and after delivery or commercialization, in order to guarantee a high level of service / product or construction safety. These regulations are applicable to products, services or assembled constructions that are intended to be forwarded and available through the community market at first place. Consequently, such regulations apply to the different countries in a similar way in order to assure the safety aspect of every technical, industrial or social activity or aspect of life.

26. Certification Body:

A «Certification Body» is a registrar which operates nationally or internationally as an organization, accredited by a recognized accreditation body, regarding its competence to audit and issue certificates confirming that another organization, entity, enterprise or service meets the requirements of a standard (e.g. ISO 9001, HSTAR, ISO 14001 or ISO 22000, etc.). Accreditation means that certification and inspection bodies have been assessed against international, national or thematic standards or set of requirements, and for demonstrating their competence, impartiality and capability. Not accredited certificates are also applicable, under specific conditions and rules, mainly on behalf of agreements with interested parties.

27. Medical Tourist and/or International Patient:

The term «Medical Tourist» or «International Patient» hereinafter refers to the accommodation facility’s customer, in particular:
– The International Patient is a person with special needs and/or a chronic patient with specific medical needs which are caused by a chronic disorder/disease (special groups of tourists such as elderly people or people with neurological, endocrinology, cardiac, circulation, hematological, renal, orthopedic problems, oncology disorder or any other diseases).
– A Medical Tourist is a person that has traveled from his/her country in order to get a particular medical service or receive healthcare treatment abroad.