Reporting Issues with Ostomy Products: Why It's Important

I'd just like to get on a soapbox for a minute. I would like to encourage anyone and everyone who has an issue with their product (leakage, whatever) to please get the lot number and report it to the company. I think a lot of us have come to believe that all products will have issues, and why bother. But it is important, for you and for others. I recently had an issue with a Hollister bag, and several people on here gave me great ideas. When I called Hollister, they were very receptive to hearing the complaint and working with me. Do I think this will solve the world's problems? No. Do I understand that nothing is 100%? Yes. But I also don't believe that patients should be using duct tape over the filter to keep them from leaking. Perhaps the company will do nothing, but it's not fair to assume that without us trying. It literally takes no time at all. That's all!

Maybe if more people actually would, then these companies would do something about it. I have been in a position for the past two years, and I unfortunately have to call every single month, get replacements, report the damaged bags, and then the replacements have the same issue, and round and round it goes. I have even contacted the CEO, have had conversations with him, and had a virtual meeting with the heads of the company in Denmark. This is with Coloplast.

I guess I've been very fortunate since I've never had a problem related to a manufacturing defect.

But it's only been 9 months, so we'll see.

I've been lucky. In 25 months, not a single issue. I use Hollister 2 piece. No leaks, no blowouts, no problem.

The filter will leak liquid output. The design of a filter allows airflow while decreasing odor. So if air flows through it, so will liquid. The filter on my bags is high up on the pouch. Usually sufficient to remain dry. Unless you're laying down or get a huge rush of liquid output.

Pouches without filters are available.

Absolutely, if the companies don't know the extent of the problem, there is no chance at all of them ever changing.

My Ostomy Journey: Keyla | Hollister

I have always done so but have been very lucky in over 30 years of having an ileostomy. I can count on one hand how many faulty bags I've had in all that time. I test products in development for an ostomy company, so that's different. I expect and try my hardest to find faults with them, lol.

I totally agree with you that we all should be reporting problems with products. I think, like all manufacturers, these companies are trying to save a buck, and it sometimes comes at a cost to product reliability. We need to be able to depend on our ostomy products. If we stay silent, they will assume everything is fine. On the topic of leaks through filters, though, I don't think that is one that will be solved. If you have liquid output, there are no guarantees the filter will work. Putting a piece of tape over the filter before even applying the appliance is no biggie. It would be nice, though, if they just made all models with the option of a filter or no filter.

Terry

And sadly, they base it on a population base. I have sent hundreds of pictures to management in the USA, and I have sent pictures to the CEO and the other heads in Denmark. I have also sent all the damaged products back. I have had meetings with the heads in Denmark, and still, they aren't taking it seriously.

And the truth is they are. I know for a guaranteed fact that Coloplast has changed their plastic; excuse me, they use laminate that is cheaper, lower grade, and thin. So they downgrade the quality of products used so they can get a bigger profit, not actually caring about us, the patients, and the ones that have to wear and rely on them every day.

I have two thoughts on this. First, I applaud you for speaking up. I agree that the manufacturers feel they have a "captive" audience. What are we going to do—stop using the devices? My second thought is that for every 20 people who state they have experienced an issue or have simply been unhappy with the "quality" of the product, only 1-2 at the most will contact the company. So those who would like to see an improvement are facing an uphill battle. (Ostomy nurses have told me that when their patients complain to them, they always ask whether or not the patient has notified the company, and the answer is almost always a resounding no.) Other than a major leak through the filter at night, my problems have not been major ones. But the minor ones I have had are issues that could be resolved; that's the sad part.

There is another aspect to consider: Pollution. Companies might change materials or manufacturing processes to mitigate resultant pollution. Imagine the amount of pouches, barrier rings, and wafers discarded every month and year. And the pollution created from manufacturing those products.

It's a delicate balancing act. To increase profit, a company can change to a cheaper material or alter the design to use less material, like a thinner plastic. But if the product performs poorly, sales will eventually decrease, and the company's reputation will be diminished.

Companies have to be competitive, reduce manufacturing costs and pollution if possible, and market a product with acceptable performance and environmental considerations.

Just my thoughts.

Also wanted to add: The plastic most ostomy pouches and related components are made from, EVA (ethylene-vinyl acetate), is derived from petroleum. Thus, if the price of crude oil increases, the cost of EVA plastic goes up.

EVA is used in many medical products.

All true. Villainizing companies for moving to cheaper materials does not do any good.

We need to think of ourselves as partners in this process. They will try to minimize costs to keep the cost of the products down. We need to let them know when their changes are impacting product performance.

Without us closing that feedback loop, companies cannot know if changes have negatively impacted product quality.

And since there is a percentage of the population who will complain about anything and some seem to look for things to complain about (I worked in customer service in college... I know the type!), it is necessary that we all speak up. When many people report a problem, it gains traction within the company. A single person may be ignored.

It is sad and horrible that when they don't listen or take any concerns seriously, they brush them off and keep doing it. They don't take responsibility for any of it, no matter how big the issue is. I know other low-down dirty stuff they do too and have caught them with proof. What sucks is we have to suffer. I'm not still not giving up; I will keep raising my voice and keep making it aware and known, the crap I have to go through every single month because they are making faulty bags is ridiculous and isn't right.

There's also the "human" factor.... Simple mistakes.

Back in my working days assembling satellites, I've experienced more than one major human-induced error.

One boo-boo that really stands out:

Hundreds of "nut plates" are installed in the composite frame of a satellite "bus"...the main "box" of a satellite structure. Using screws, various panels are then assembled to the bus and screwed into the nut plates.

My friend was installing nut plates using rivets. Once a nut plate is installed... it's extremely difficult to remove from the composite structure. When he finished a section, Quality Control would inspect and approve it. Then a panel was installed.

This went on for a week. With two panels left to install, my friend needed more nut plates. Production Control was asked to deliver them.

After a day of waiting, a new box of nut plates arrived. We double-checked the part number and inspected them. They were the same, except they looked different from the ones already installed. More of a dull color. We called QA and the Project Manager. They checked procurement paperwork and called the buyer who ordered them. Everything was correct. Except they didn't visually match the installed nut plates.

We were told to use them. We refused. This led to heated discussions between us, our management, and engineering. We requested the new nut plates be analyzed by our chemical lab.

A day later we received the lab report. The new box of nut plates was the correct ones.

But... what about the hundreds of shiny nut plates already installed with panels? A shiny nut plate was removed and sent for analysis.

Result: Silver plated, wrong ones. We checked the box the shiny nut plates came in. It had the exact same part number as our new box of correct nut plates. Major... Screw.... Up.

An investigation was launched by a failure review board. Turns out a worker at the company that fabricated the nut plates typed in the wrong dash number for the part label.

Engineering wanted us to remove the panels, drill out the two rivets securing each nut plate, remove it, and install the correct nut plate. Very hard to do and dangerous. One slip and the composite frame could be damaged. And there were hundreds of nut plates to be replaced. The screws securing the panels were "patch lock" type. They can only be used once. New, expensive screws would need to be ordered.... along with more correct nut plates.

There was not enough time to fix it. A decision was made to "use as is." Too much time and money had been wasted already... on a multi-million dollar satellite.

I totally agree about the filters! I cover mine with a bandage, but it's not always a guarantee it won't leak. We definitely need more choices of with or without and size. I only find 12-inch. 13 or 14-inch would be better for me. We all don't fit in one category.

Typical FUBAR. 🤪

I've experienced much, much worse. But hey, it's OK... just taxpayer money. 😉

Here's another fun one. I was assigned to lead an assembly team putting together the deployment system for a satellite. On the first day, I had a meeting with the engineers and project managers. They showed me their plans. I had to put together 2 identical deployment assemblies from 4 subassemblies. Then install the 2 on the satellite bus using the crane. Easy peasy.

In the high bay, they showed me the bridge crane tooling they had fabricated for the job. I noticed there were 2 identical lift units and rigging. I asked, "Why did you make 2?" They shook their heads and said, "Because there are 2 deployment assemblies to install."

I waited a bit. Then I told them, "How many cranes do we have?"

We threw the duplicate rigging in a corner... never to be used. Only one was needed because there's only one crane. This was an expensive mistake. Both units were inspected, proof load tested, cleaned in a lab, matched with a Hydra Set (used to carefully lower and raise flight hardware during integration) and a load cell, then shipped to our high bay.

Try the 3M Transpore tape, if you can find it. I've never had it fail me.

Terry