FAQs

A: Hollister Secure Start services offers free dedicated support for as long as you need it, regardless of the brand of products you use. We are here to answer questions you may have about your ostomy products. We can also troubleshoot any product issues you may be experiencing, such as leakage or skin irritation, and we can help you find a product supplier of your choice that is in network with your insurance.

 

A: To sign up, visit the Hollister Secure Start services page on our website and click “Join Us”.

 

 

A: We are an ostomy products manufacturer and do not sell directly to product users. Based on your insurance plan, Hollister Secure Start services can help you determine if your ostomy products are covered, as well as the allowable order quantities. We also will give you information on suppliers who accept your insurance and can provide you with your requested products.

 

A: Ostomy products are classified as Durable Medical Equipment (DME). Please check with your insurance provider to verify that you have DME coverage. Product costs may vary based on your insurance plan.

 

A: Medicare and most private insurance plans usually allow a maximum quantity of ostomy supplies each month. You can check with your insurance provider to see what they allow. Your product supplier may also be able to provide you with this information. For more information, view our Medicare Reimbursement Guide.

 

A: Hollister Secure Start services can connect you with ostomy suppliers that have out-of-pocket options.

 

A: Your first product order can take 10-14 business days depending on the length of the insurance verification process and how quickly the supplier can obtain a prescription from your doctor. Subsequent orders can be processed in a shorter timeframe. Contact Hollister Secure Start services if you need help with the product ordering process.

 

A: Hollister Secure Start services can provide you with reputable mail order supplier options nationwide. The supplier you select will obtain a prescription from your doctor, bill your insurance, and ship Hollister products from their warehouse directly to your home.

 

A: You can set up an account with an ostomy product supplier at any time, but Medicare can only be billed for your products once you are discharged from Home Health.

 

A: We offer a limited number of samples of many of our ostomy pouching systems and accessories.

 

A: First, find the product you want to sample on our website. Then, when you’re on that product page, scroll down to view the product list and click on a “Request Free Sample” shopping basket icon. You can add up to seven products to your Basket. When you’re finished selecting samples, click on your Basket (which is in the header of our website) and then “View Basket” to confirm your items. Then, click “Checkout”, fill out the sample order form, and submit your order.

 

A: To view your product sample orders, you need to be a member of Hollister Secure Start services. Create an account, or log in if you already have an account, and then go to the “My Services” page or the “My Account” page and click on “My Sample History” to view your orders and tracking information.

 

A: The skin under your pouching system should look like the skin on the other side of your abdomen – no itching, redness, or open skin. If you experience any issues, contact your ostomy care nurse or healthcare professional. In addition, Hollister Secure Start services can help you find a product that may work better for you. You can also access the Peristomal Skin Assessment Guide, which is designed to help identify common skin problems and provide next steps for care, and read our Peristomal Skin Care Tips and the Maintaining Healthy Skin articles in our Ostomy Learning Center.

 

A: The condition of the skin around your stoma can have a big impact on your quality of life. To learn how to keep your peristomal skin healthy, read the Maintaining Healthy Skin articles in our Ostomy Learning Center.

A: Accessories are optional items, but they can be an essential part of your routine ostomy care. Each serves a specific function and is used only when indicated. To determine what accessories might address your issues and needs, read Your Guide to Essential Ostomy Accessories in our Ostomy Learning Center.

In addition, we have care tips for many of our Hollister Adapt accessory products that discuss when they can be used, and include photos and step-by-step instructions for proper application. Click the links below to view care tips for specific products. You can also view our “Using Ostomy Accessories” ostomy educational videos.

• Adapt Barrier Rings
• Adapt Convex Barrier Rings
• Adapt Lubricating Deodorant
• Adapt Skin Protective Wipes
• Adapt Ostomy Belt
• Adapt Skin Barrier Paste
• Adapt Stoma Powder
• Adapt Medical Adhesive Spray/Medical Adhesive Remover Spray and Wipes

 

A: Skin barrier extenders, such as our Adapt Barrier Extenders, help to frame the skin barrier and conform it to uneven body folds and contours. Skin barrier extenders may help increase wear time (i.e., how long you can wear your skin barrier before it fails) by reducing barrier edge lifting and increasing the adhesive coverage area. They may be beneficial for users who require an additional sense of security, do not use an integrated tape bordered barrier, or need extra adhesion to accommodate abdominal creases or a parastomal hernia.

 

A: A stoma cap is designed only for people who regulate their colostomy output through colostomy irrigation*. If you do not irrigate and are interested in a stoma cap for other reasons, this may not be the best option. Consider a closed or drainable mini ostomy pouch instead for activities such as swimming or intimacy. These pouches are smaller and more discreet than regular-sized pouches.

*Colostomy irrigation is a way to manage bowel movements by emptying the colon at a scheduled time. For more information read Is Colostomy Irrigation Right for You? in our Ostomy Learning Center. To determine if colostomy irrigation is appropriate for you, consult with your healthcare provider.

 

A: When selecting a pouching system, you want to find the best fit and formulation for your stoma and peristomal skin. Hollister Secure Start services can help you find a product that will work for you. To learn more about how to choose ostomy products, read the Using Ostomy Products articles in our Ostomy Learning Center.

 

A: Measure your stoma using a stoma measuring guide before every skin barrier application. Stoma measuring guides are available in Hollister cut-to-fit skin barrier product boxes, and are also available through your ostomy care nurse. It is especially important to measure the stoma regularly during the first six to eight weeks after surgery, until the stoma size stabilizes. After that time, measure periodically. For more information, view our How to Measure Your Stoma video.

 

A: First, measure your stoma using a stoma measuring guide. Then, trace the determined barrier size opening onto the skin barrier. Using a small curved scissors, carefully cut an opening in the skin barrier to match the pattern. Do not cut beyond the line on the release liner. The skin barrier should fit where your skin and stoma meet. Verify that no skin is showing between the skin barrier and your stoma to help prevent leakage and skin irritation. For more information, read our care tips on how to apply a one-piece pouching system or a two-piece pouching system. You can also view our “Using Pouching Systems” ostomy educational videos.

 

A: Hollister has many pre-sized skin barrier options. Pre-sized skin barriers are intended for round stomas that have maintained a consistent size. Stoma size will change during the first six to eight weeks after surgery and may change with any weight gain or loss. Measure your stoma frequently to ensure it is maintaining a consistent size.

 

A: Convex skin barriers promote a good fit between the ostomy pouching system and the peristomal skin in cases where flat barriers may have been unsuccessful. Convex barriers curve outward and push down on the skin immediately surrounding the stoma (i.e., the peristomal skin) to open or flatten skin folds or help direct the drainage away from the barrier.

Hollister offers several skin barriers with soft or firm integrated convexity. Adapt Convex Barrier Rings can also be added to pouching systems to create soft convexity with a flat barrier, or create deeper convexity with a convex (soft or firm) barrier.

Contact an ostomy care nurse if you experience stoma/peristomal changes, pouching system leakage, or weight gain/loss that may have impacted your skin barrier seal. For more information on convexity, read our Using Convexity and Convex Barrier Options care tips sheets. You can also view our “How to Use Adapt Convex Barrier Rings” ostomy educational video.

 

A: Less is better when caring for the skin around your stoma. For most people, water is sufficient for cleaning the skin. If soap is needed, use a mild bar soap without lotions or creams that may leave a residue or film on your skin and possibly interfere with the adhesive. Skin protective wipes or sprays are not recommended under extended wear skin barriers as this may decrease your wear time (i.e., how long you can wear your skin barrier before it fails). Make sure the peristomal skin is clean and dry before applying your skin barrier.

If you develop red, itching, irritated, or broken peristomal skin, seek the assistance of a healthcare professional. For more information on skin care, read our Peristomal Skin Care Tips and the Maintaining Healthy Skin articles in our Ostomy Learning Center.

 

A: For step-by-step instructions, read our care tips on how to apply a one-piece pouching system or a two-piece pouching system, or view our “Using Pouching Systems” ostomy educational videos.

 

A: Hollister ostomy pouches come in different lengths and with many different features to suit your needs. Some of the most common features are:

• Closure systems – Hollister offers closed ostomy pouches which cannot be drained, and we also offer drainable ostomy pouches, which have either a clamp that can be removed when emptying the pouch or the Lock ‘n Roll microseal closure that is built into the pouch. Our urostomy pouches (i.e., pouches that hold urine) have a drainage tap.
• Filters – Many of our ostomy pouches include our integrated AF300 filter, which does not require a sticker and helps minimize gas buildup, so the pouch does not inflate like a balloon. The filter slowly lets the gas out, but not the odor.
• Visibility – For visibility, you can choose from transparent and opaque pouch options. You can select pouches that have an opaque soft covering on the front to help increase your comfort and provide added discretion, or select pouches with a transparent front for visibility. All of our pouches have a soft panel on the body side. In addition, we offer a viewing option on our Premier one-piece pouching system which provides the discretion of an opaque panel and the visibility of a clear pouch all-in-one.

 

A: Some pouches include filters that help minimize gas from buildup, so the pouch does not inflate like a balloon. A pouch filter is designed to deflate the pouch when there is gas and to neutralize the gas odor. The keys to filter performance are airflow, deodorization, and liquid protection. For more information, read Tips for Minimizing Ostomy Odors and Gas in our Ostomy Learning Center.

 

A: Our AF300 filter, available on many of our ostomy pouches, is designed to resist water and does not need to be covered.

 

A: The Lock ‘n Roll microseal closure is a feature on many Hollister drainable ostomy pouches. For more information and step-by-step usage instructions, read our Lock ‘n Roll Microseal Closure Care Tips.

 

A: The tap is a twist valve that you can turn to open and close it. In order to make urine flow, the teardrop must be facing away from your body. To make sure the drain valve is closed, the teardrop must be facing towards your body. For more information, view our “How to Empty a Urostomy Pouch” ostomy educational video.

 

A: Pouch volume varies by pouch type but we suggest emptying your pouch when it is 1/3 to 1/2 full of output or gas. Do not let the pouch overfill, and be sure to empty it before activities and before bedtime. For more information, view our “Using Pouching Systems” ostomy educational videos.

 

A: Change your skin barrier on a routine basis. You will get more comfortable with this after you learn what works best for you. Wear time (i.e., how long you can wear your skin barrier before it fails) is based on skin barrier fit and formulation, personal preference, and stoma characteristics. We do not recommend a wear time longer than five to seven days. For additional guidance, read Your Ostomy Pouching System and Wear Time in our Ostomy Learning Center. You can also view our “Using Pouching Systems” ostomy educational videos.

 

A: Rinsing out your pouch with water is not necessary or recommended. Getting water around the stoma may cause the adhesive skin barrier to break down, which can lead to leakage. A lubricating deodorant made specifically for ostomy pouching systems, such as Adapt Lubricating Deodorant, can help make pouch emptying easier and is most suitable for those with colostomies or ileostomies. Do not put oils, cooking sprays, or other products not intended for use with an ostomy in your pouch.

 

A: We recommend using a 12” (30 cm) drainable ostomy pouch when prepping for a colonoscopy procedure. During your preparation, you should expect to drain your pouch more frequently than normal. Regardless of the drainable pouch you choose, it is important to empty the pouch when it is 1/3 to 1/2 full.

 

A: Hollister offers a high output pouch with a soft tap drain that fits comfortably against the skin and eases pouch emptying. This pouch comes in one-piece and two-piece options, and may be connected to a bedside drainage collector with no need for an adapter. These pouches are most suitable for colostomies or ileostomies with liquid output.

 

A: A fistula is an abnormal opening between two hollow organs, or between a hollow organ and the skin. If the fistula output is minimal, gauze dressings may be sufficient for containment. However, if the fistula output volume is significant or frequently soaks through the dressing, a pouch may be more appropriate. Most pouching options can be used to manage a fistula, but this use may not be covered by your insurance. Please contact your insurance provider to discuss product coverage. For more information, read our Fistula Management Care Tips.

 

A: There are several reasons why you may suddenly need to change your pouch more frequently. Seek the advice of your ostomy care nurse or contact the Hollister Secure Start services team.

 

A: All of the Hollister one- and two-piece ostomy pouches and skin barriers (with the exception of the soft wire closure found on our preemie and newborn pediatric pouches and our colostomy irrigation sleeves) are non-magnetic and non-metallic, which is considered to be MRI-safe. Any of our accessory products that come in a pump-spray, such as M9 Odor Eliminator Spray, should not enter the MRI room due to the metal spring in the pump. Generally, if a product does not contain metal, it is safe for use in an MRI. However, we have not tested each of our products individually to assess compatibility for use in a Magnetic Resonance Environment.

 

A: People with ostomies are able to swim and go into a hot tub or sauna with their ostomy pouch. However, heat and moisture can reduce the wear time of your pouching system (i.e., how long you can wear your skin barrier before it fails), so you may have to change it more often. For an extra sense of security, consider adding barrier extenders to the edges of your skin barrier. Also, empty your pouch beforehand.

For more tips, read 6 Helpful Tips for Swimming With a Stoma in our Ostomy Learning Center.

 

A: With an ostomy, you can shower or bathe just as you did before. Soap and water will not flow into your stoma or hurt it in any way. You may shower or bathe with your pouching system on or off – the choice is yours. Soap residue can sometimes interfere with how well the skin barrier sticks to your skin, so choose a cleanser that is free from all moisturizers, oils, and residue. If you use a two-piece pouching system and you choose to remove the pouch while showering or bathing, we suggest also removing the skin barrier to prevent exposing it to too much moisture.

For more tips, read Essential Hygiene and Peristomal Skin Care Tips in our Ostomy Learning Center.

 

A: The first few weeks or even months following your operation may be difficult as you adjust gradually to having a stoma. However, once you’re fully recovered and settled at home, returning to the lifestyle you enjoyed before your procedure should be possible. As long as you have no complications and your healthcare professional has no objection, you can enjoy almost any kind of activity, including sports.

For more guidance, read Exercise, Diet and Hydration: Do’s and Don’ts and other fitness-related articles in our Ostomy Learning Center. You can also view our “Sports and Fitness” ostomy educational video.

 

A: As long as your healthcare provider has cleared you for resuming your normal activities, there is no reason why having a stoma should stop you from traveling anywhere in the world. The key is planning. If you plan and organize ahead of time, you will be prepared for the new situations you will encounter.

For more information on how to enjoy worry-free trips, read 5 Smart Packing Tips for Travel with an Ostomy and other travel-related articles in our Ostomy Learning Center. You can also view our “Can I still travel?” ostomy educational video.

 

A: United Ostomy Associations of America (UOAA) offers a travel communication card that explains the need for your ostomy pouches, skin barriers, and medications to help avoid extra questions at customs and/or security checkpoints. The card also may be helpful if you need more supplies or medical recommendations while traveling abroad. In addition, it’s a good idea to bring along a letter from your healthcare professional that explains your medical condition.

Some airlines don’t allow scissors on the aircraft, even for ostomy products. So, if you use a cut-to-fit skin barrier, be sure you have several barriers cut ahead of time so that you have enough for the flight. You can pack your scissors in your checked luggage. Check with your airline, as well as with your country’s federal travel agency (e.g., the Transportation Security Administration in the United States) for more information on what is allowed on board.

For more information on how to enjoy worry-free trips, read Travel Prep – 5 To Do’s if You Have a Stoma and other travel-related articles in our Ostomy Learning Center. You can also view our “Can I still travel?” ostomy educational video.

 

A: Food can make life even more enjoyable. Thankfully, a stoma should not keep you from loving food, or sharing a meal with family and friends. Each person is unique and everyone reacts differently to certain foods, regardless of whether or not they have a stoma. It is usually good to eat a variety of foods in moderation. Along with exercise, this can help to achieve and maintain good health. In addition, by following some simple guidelines and avoiding certain foods, those with colostomies and ileostomies can steer clear of any problems – such as gas, diarrhea, constipation, and blockages.

For more information on how to eat after ostomy surgery, read Settling Into a Diet After Ostomy Surgery and other articles on healthy eating in our Ostomy Learning Center. You can also view our “What can I eat?” ostomy educational video.

 

A: People with stomas can have intimate relationships in the same way as people without stomas. For those who want to have sexual intercourse, conventional positions are almost always an option; it’s a matter of preference and comfort level. And if any sexual issues arise, there are often ways to resolve or minimize them.

It’s possible to continue to have a healthy sex life – or even improve upon it – after ostomy surgery. For more information on sexual issues, read 5 Common Intimacy Concerns – And What to Do About Them and other intimacy-related articles in our Ostomy Learning Center. You can also view our “Love and Sex” ostomy educational video.

 

A: Having a stoma should not impact your ability to conceive a child, and it should not affect your pregnancy. In addition, a woman with an ostomy can have a normal labor and delivery.

For more information read Pregnancy with an Ostomy and other articles related to pregnancy and childbirth in our Ostomy Learning Center.

 

A: Caring for someone with an ostomy can be both physically and emotionally challenging, yet also rewarding. There are different types of ostomy surgeries, so it is important to work with your healthcare professional to understand which surgery they are going to have, or have just had. Understanding the basics about their ostomy and learning the necessary caregiving skills prior to discharge will help you be more prepared. Since recovery time in the hospital is usually short, plan to schedule learning sessions as soon as possible.

Hollister offers many booklets, articles, and videos to support your learning process – such as Caring for Your Loved One with an Ostomy and Coping With Ostomy Surgery Anxiety — 5 Tips for Caregivers. In addition, Hollister Secure Start services can support you by answering questions about ostomy products, the product ordering process, peristomal skin health, and lifestyle issues.

 

A: If your loved one is pulling off their ostomy pouch, a one-piece pouching system may make it more difficult for them to do so. With this type of system, the skin barrier is permanently attached to the pouch, so it’s a single unit. Adaptive clothing, ostomy belts, and ostomy wraps are also available, and may help deter premature removal of the pouching system.

 

A: Many ostomy products offer features that may make it easier for those with dexterity challenges to manage their pouch changing routine independently:

• Pre-sized skin barriers eliminate the step of cutting the barrier opening with a scissors, and are intended for round stomas that have maintained a consistent size
• The Hollister FormaFlex skin barrier can be stretched to fit the size and shape of the stoma without the use of scissors
• The Lock ‘n Roll microseal closure on Hollister drainable pouches may be more manageable for those with dexterity challenges. Aligning and pressing the center of the security flap to the outer edges allows the user to feel the interlocking fasteners seal and ensure that the pouch is securely closed.
• Two-piece pouching systems make an audible click when the flange of the barrier and pouch lock together. However, an advantage of one-piece pouching systems is that they eliminate the need for this extra step, since there is no flange to snap together.
• Integrated pouch filters, such as the Hollister AF300 filter, release deodorized gas from the pouch and minimize gas buildup – which can eliminate the need to “burp” the pouch

 

A: Children are naturally curious about their bodies and things around them. The pouch is no exception. It can help to dress your child in a one-piece outfit that holds the pouch more securely and deters exploration. Two-piece outfits make it easier to empty the pouch but the lower part may slide down and, in the process, pull the pouch off.

For more information on caring for babies and older children with stomas, read our Caring for Your Child with an Ostomy guide. You can also read Summertime Care for Children with Ostomies and other articles for caregivers in our Ostomy Learning Center. Hollister Secure Start services can also connect you with additional resources and support.

 

A: Others may be curious as to why your child had the operation. How much or how little you share is up to you and your child. Honest and simple explanations often work best. For younger children, the Ostomy Shadow Buddy may help them talk about their ostomy.

Make sure your child’s teachers and the school nurse are aware of your child’s different needs. It may be a good idea to leave extra ostomy products with the nurse.

For more information on caring for children with stomas, read our Caring for Your Child with an Ostomy guide. You can also read Tips for Managing an Ostomy at School and other articles for caregivers in our Ostomy Learning Center. Hollister Secure Start services can also connect you with additional resources and support.