Q: What parts of my pouching system are included in this upgrade?
A: This update is specific to the bag portion of the pouching system only, including the pouch closure mechanism for drainable products. The skin barrier (wafer) is not included in this update. 

Q: What products will you be upgrading?
A: Over the course of several months, our complete CeraPlus™ Product Range* will benefit from these upgrades to the bag, starting with our highest demand products. This exciting update will bring together customer-driven enhancements to our pouch with the fit and formulation we offer through our extensive line of products.  

As we strive to bring these upgrades to as many of the people who use our products as we can, additional products may receive these upgrades. If you have questions about your specific products and want to connect with an associate directly, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU) so we can best assist you. 

Q: Why did Hollister upgrade existing products with these features rather than introduce them as new products? 
A: By introducing these upgrades on current products, we are able to bring these enhancements to as many of our customers as quickly as possible. 

Q: Will the updated pouches be more expensive? 
A: There should be no price impact to our customers as a result of these upgrades, as these products all retain their same product numbers (SKUs) and reimbursement.  

If you are having trouble accessing your preferred products as you did before, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com to discuss your experience. As a member of this no-cost support service, a service associate can help you access your preferred products or find a supplier who works with your insurance, among other benefits. Not a member of Secure Start℠ services? Sign up now. 

Q: My products are reimbursed by my insurance. Will this be impacted by the change? 
A: If you continue to use the same product number (SKU) as you have before, this change should not impact your insurance reimbursement because there has been no change to the reimbursement codes for these products. If you have changed to a different product number (SKU) than you have before, to access these upgrades sooner you can verify your coverage with the company that supplies or delivers your ostomy products. Our Hollister Secure Start℠ services team can also help. 

If you are having trouble accessing your preferred products, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com to discuss your experience. As a member of this no-cost support service, a service associate can help you access your preferred products or find a supplier who works with your insurance, among other benefits. Not a member of Secure Start℠ services? Sign up now. 

Q: Did Hollister make this change to cut costs? 
A: No, these changes included in this upgrade are cost neutral to Hollister. Our drivers for this change are to continue to deliver quality, innovative products. 

Q: How environmentally friendly are these products? 
A: Beyond the immediate needs of our customers, we also have an eye on the environment. This is why Hollister has continued to choose a non-woven rather than a woven material for our beige pouch fabric material. Non-woven materials have a long history of proven success and performance in ostomy care. Our selected non-woven pouch fabric material is made of polypropylene, which has a 73% lower carbon footprint compared to other commonly used woven fabrics.¹ 

In addition, Hollister has upgraded the clear film in these products to a different film that has better odor protection properties⁵ and is chlorine-free, which is more environmentally friendly.** 

Q: Whose input did you seek to decide on the changes? 
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians around the world. 

Q: Have you tested the changes? 
A: Yes. All of our products go through extensive research and testing prior to launch to ensure standards of quality, safety, and performance have been met. 

Q: How do I contact someone to talk about the changes? 
A: If you have questions about your specific products and want to connect with an associate directly, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU). As a member of this no-cost support service, a service associate can help you access your preferred products or find a supplier who works with your insurance, among other benefits. Not a member of Secure Start℠ services? Sign up now. 

Q: Did Hollister change the fabric material of the pouch?
A: Yes. With this update, Hollister has upgraded the beige fabric material to a different non-woven material that offers broad benefits which address key customer needs. This upgraded material is water repellent and has improved opacity for privacy of pouch contents. It is also less visible under clothing than the previous material, among other benefits.  

In addition, Hollister has upgraded the clear film in these products to a different film that has better odor protection properties⁵ and is chlorine-free.**

Q: What is different with the upgraded pouch material? 
A: This upgraded material is water repellent and has improved opacity for privacy of pouch contents. It is also less visible under clothing than the previous material, among other benefits.  

In addition, Hollister has upgraded the clear film in these products to a different film that has better odor protection properties⁵ and is chlorine-free.**

Q: Why did Hollister change the fabric material of the pouch? 
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians. As a result, the upgraded fabric material is water repellent and has improved opacity for privacy of pouch contents. It is also less visible under clothing than the previous material, among other benefits. 

Q: Can I still wear my upgraded pouch for the same amount of time? 
A: Yes. In fact, this upgraded material was selected due to its water repellent properties and overall durability compared to the previous pouch fabric material. 

Q: Why is Hollister using a non-woven material instead of a woven material? 
A: Non-woven materials have a long history of proven success and performance in ostomy care. The selected material offers broad benefits that address key customer needs, including water repellency, opacity for privacy of the bag contents, and high-quality fabric look and feel. The upgraded beige pouch fabric material offers a visually appealing appearance with a soft surface for comfort and is less transparent than the previous design, offering greater discretion under clothing and preventing see-through. With the water repellent fabric, water beads off the pouch fabric, which dries faster than the previous material. 

Beyond the immediate needs of our customers, we also have an eye on the environment. Our selected material is made of polypropylene, which has a 73% lower carbon footprint compared to other commonly used woven fabrics.¹

Q: I wear a two-piece pouch. Is the wafer impacted by this pouch material change? 
A: No, this pouch material update is to the bag. The fabric material on the skin barrier (wafer) is not included in this update. 

Q: There is a small slit in the fabric material at the bottom on my closed pouch. Is this a defect? 
A: No. This slit in the outermost layer of the fabric material is a design feature to complement the water repellency of the upgraded fabric material. This slit is designed to prevent moisture from becoming trapped inside the bag after being wet. This slit does not impact other aspects such as the security or odor resistance of the pouch. 

Q: Are the upgraded pouches flushable? 
A: No, the pouches are not flushable. 

Q: Did Hollister change the color of the fabric material of the beige pouch? 
A: Yes, the upgraded pouch fabric material is a different shade of neutral beige. 

Q: Why did Hollister change the color of the fabric material of the beige pouch? 
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians, and explored multiple color options.^2,3 Through this feedback, it became clear that beige is still the most preferred pouch color amongst other colors. The chosen color for the new Hollister pouch, a refined shade of beige, has been identified as the most preferred choice by end users. 

Q: Why did Hollister choose this color for the fabric material of the beige pouch? 
A: Through our discussions with ostomates around the world, we heard that the primary reason for selecting a pouch color was to provide discretion under clothing, and that beige was the most preferred pouch color. Through feedback from ostomates and clinicians, as well as a range of tests, this preferred beige color was selected as both aesthetically pleasing and discrete under clothing.^{2, 3}

Q: Why did Hollister choose beige for this pouch material color versus a different neutral color (e.g. white, black, grey)? 
A: We understand that both function and style play a role when making a pouching decision. Through our discussions with ostomates and clinicians around the world, we heard that the primary reason for selecting a pouch color was to provide discretion under clothing. In the process of making this change we explored a wide range of pouch color options to understand the aesthetic preferences of our customers. Through this feedback, we consistently heard that beige was the most preferred pouch color. The selected beige was the most preferred option for a visually appealing pouch appearance.^{2, 3}

Q: Will this pouch be visible under my clothes? 
A: The upgraded pouch was designed to be discrete under clothing. We conducted research and testing to ensure this. View an example. 

Q: Will the contents of my pouch be visible to others? 
A: The upgraded pouch was designed to have opacity to prevent see-through and ensure privacy of bag contents, even when wet. This product is less transparent than the previous version.^{2, 3}

Q: My product has changed to the new beige fabric material. Can I still order the previous pouch color? 
A: No, once the product has transitioned to the upgraded beige fabric material we will no longer manufacture that same product with the previous pouch fabric. 

Q: Will additional color options become available as part of this upgrade?  
A: Not at this time. Our Hollister portfolio includes a range of products with clear or beige pouch options. The focus of this transition is upgrading the pouch material of our existing beige products. 

Q: Where is the product number (SKU) located on my upgraded pouch? 
A: With this update, the product number (SKU) has been relocated from the front of the pouch to the body side of the pouch. 

Q: Why does my product number (SKU) printing look different on my upgraded pouch? 
A: With this update, Hollister has improved the printing quality of the product number (SKU) on the pouch. The number has been relocated to the body side of the bag for enhanced appearance and discretion.² Hollister also has changed to black ink, which may help with visibility with SKU printing.

Q: Why did Hollister move where the product number (SKU) is located on the pouch?  
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians. As a result, the product number (SKU) of the pouch has been relocated to the body side of the bag for enhanced appearance and discretion.² Hollister also has changed to black ink, which may help with visibility with SKU printing.

Q: The shape of my drainable pouch looks different. Is it? 
A: Yes. In combination with the upgraded closure design, the pouch features an updated eight shape design. 

Q: Why has the pouch shape changed on my upgraded drainable product? 
A: The pouch shape change was necessary in order to accommodate the updated closure design. With this change, we leveraged ostomate and clinician feedback to develop an updated eight shape design to enhance the aesthetics of the bag. 

Q: Does the shape change impact the amount my drainable product can hold? 
A: No. When designing the revised pouch shape, it was important to maintain a comparable volume to the previous design. It is still recommended practice to empty the bag when it is 1/3 to 1/2 full. 

Q: The closure of my drainable pouch looks and feels different. Is it? 
A: Yes. The closure on our upgraded drainable pouch includes many customer-driven features designed to provide additional security and improve ease of use. These changes include: 

• Opening for easier access to the inside of the bag and to clean the edges
• Fastener that provides reassuring feedback for an added sense of security compared to the previous design⁴
• Beige flap for better visibility compared to the previous clear flap 
• Soft corners for a more comfortable wearing experience 
• Integrated closure that blends into the pouch design, eliminating the need to tuck away the pouch tail for enhanced discretion and comfort 

Q: Why is the closure changed on my upgraded drainable product? 
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians. As a result, the upgraded drainable pouch includes many customer-driven features designed to provide additional security and improve ease of use. 

Q: How should I use the upgraded pouch closure? 
A: We highly encourage/recommend reviewing the Instructions For Use (IFU) document that came with your product, as it provides essential guidance on optimal usage to enhance and maximize security. Following the IFU will help ensure you're using the closure as intended for the best results.  

Q: I use a drainable pouch with a clip instead of an integrated closure. Will that be impacted by this change? 
A: At this time, we will not be changing any of our drainable products that use a clip to have an integrated closure. If you have questions about your specific products and want to connect with an associate directly, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU) so we can best assist you.

Q: I use a pouch with a filter, but I don’t see it anymore. What changed? 
A: The filter is now covered with the beige fabric material on the upgraded product. This design is intended to help protect the filter, as well as to enhance the discretion and appearance of the pouch. To confirm, you can still feel the presence of the filter on the top part of the bag or view it from the back side of the product. 

Q: Why is the filter covered by the beige fabric material on my upgraded pouch? 
A: Customer input is important in our continuous focus to optimize our products. In exploring this change, Hollister consulted with many people who use our products, including ostomates and clinicians, to further understand their needs and preferences. As a result, the filter is covered with the beige pouch material on the upgraded pouch. Covering the filter with the fabric material is designed to protect the filter, as well as enhance the discretion and appearance of the pouch. 

Q: Did the filter itself change on my upgraded pouch? 
A: No. Other than being covered by the beige fabric material, this pouch upgrade does not include any additional updates to the pouch filter itself. 

Q: Does the beige fabric material that is covering the filter impact its performance? 
A: No, the breathable beige fabric material does not negatively impact filter performance. Covering the filter with the fabric material is designed to protect the filter, as well as enhance the discretion and appearance of the pouch.²

Q: Do I need to change my prescription to access the upgraded product? 
A: No, you will not need to change your prescription as the product number (SKU) is not changing.  

Q: I don’t have an upgraded pouch yet. When will the upgraded pouch be available on my product? 
A: This will be a rolling change across several months as we work to bring this upgrade across our range of products. We aim to communicate updates around these changes to customers to the best of our ability with the information we have in our records. To ensure the accuracy of our records, and to confirm that you would like to receive more information about your products, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU).  

To receive email updates on the latest product update news, as well as product tips, education, and lifestyle topics straight to your inbox, you can join our mailing list. 

Q: How can I get more information about when my product will be available with the upgraded pouch? 
A: To receive email updates on the latest product update news, as well as product tips, education, and lifestyle topics straight to your inbox, you can join our mailing list. 

If you have questions about your specific products and want to connect with an associate directly, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU). As a member of this no-cost support service, a service associate can help you access your preferred products or find a supplier who works with your insurance, among other benefits. Not a member of Secure Start℠ services? Sign up now. 

Q: The upgraded pouch isn’t available on my current product yet, but I’d like to try a sample of another upgraded product that might work for me. What can I do? 
A: We appreciate your interest. Please contact our customer service team at 888.808.7456 or email them at HollisterTeam@hollister.com with your current product number (SKU) to discuss your options. 

Q: While I am waiting for the upgraded pouch, can I still use my current products? 
A: Absolutely! We stand behind the quality of our current products. 

Q: After my product becomes available with the upgraded pouch, will I still be able to get products with the previous design? 
A: Due to the rolling nature of this transition, it is possible that you may receive products with the previous design from the company who supplies or delivers your ostomy products while they work through the quantities they have in their inventory. However, once we begin producing a product with the updated pouch design, we will no longer produce the previous pouch design for that product number (SKU).  

Q: I know that my product number is now available with the upgraded pouch, but I’m having trouble getting it from my supplier. What can I do? 
A: If you are having trouble accessing your preferred products, please contact our Hollister Secure Start℠ services team at 888.808.7456 or email them at HollisterTeam@hollister.com to discuss your experience. As a member of this no-cost support service, a service associate can help you access your preferred products or find a supplier who works with your insurance, among other benefits. Not a member of Secure Start℠ services? Sign up now.