Florida Hospital Cancer Institute ›› Cancer Programs ›› Patient and Family Support

Some helpful information for you and your family

Having to undergo treatment is stressful enough without having to wonder about things like visitors, insurance, financial obligations and finding support for you and your family. Following is some information you may find helpful in preparing for your visit as well as post care. 


Having friends and family stop by is an essential part of the healing process. However, we also want you to be able to get the rest you need so you can speed your recovery and remain safe from exposure to illnesses or infections.

Here are our visitor guidelines. If you have any questions, please contact the charge nurse.

  • Our unit is open 24 hours a day to your primary caregivers. All other visitors are welcome during our normal hospital visiting hours: 8:30 a.m. to 8:30 p.m.
  • Children and adults who have had vaccinations with a live virus in the last two months should not visit.
  • Children who have a temperature should be checked and cleared before by a nurse before entering the unit.
  • Any visitor who has a fever, is feeling or has an open wound or infection should not visit the unit.
  • All visitors must wash their hands thoroughly before entering the BMT unit and your room. They also need to wash as they depart.
  • Visitors are discouraged from eating and drinking in your room in order to minimize the chance of you experiencing nausea.
  • Visitors are not allowed to use your bathroom. Visitor restrooms are located just outside the BMT unit.
  • The lounge for visitors and family is located at the entrance to the BMT unit on the 3rd floor.
  • Friends and family can send mail to you during your stay. The address is:

Patient Name
Florida Hospital
Bone Marrow Transplant Unit
601 Rollins Ave.
Orlando, FL  32804

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Insurance and Financial Obligations

A bone marrow/stem cell transplant can be very expensive. At some point during the process you will meet with our financial coordinator who will help you figure out your insurance coverage and get the necessary authorizations.

Your health insurance determines your coverage and limits. We will submit a formal written request on your behalf to your insurer to determine your exact coverage. We will also help you identify and investigate other sources of funding to help you cover as much of the cost as possible.

The entire treatment process from testing to recovery takes several months. If you you don’t live in the greater Orlando area, we can help you find temporary housing for you and your family. There are many hotels in the area and we have partnered with several who offer generous discounted rates to our patients. You may also be able to also find lodging with a charitable organization in the area. Our social worker will be happy to work with you to find the most affordable accommodations available should you or your family need it at any time during your treatment.

Your responsibilities

To assist you, we need you to obtain a copy of your policy so we can help you understand what is and isn’t covered and what your financial responsibility will be for anything that is not covered pre- and post-transplant. If you are having problems understanding your policy, someone in our member services department will be happy to go over your plan with you and most insurance companies have special case managers who are assigned to transplants.

It’s extremely important that you let our financial coordinator know immediately that your insurance company or coverage has been changed or is going to change as this can have a significant impact on your transplant approval process. We strongly recommend that you not change insurance companies or coverage during your transplant process unless it is absolutely necessary.

Co-pay/Coinsurance: Most insurance companies require patients to pay a co-pay or coinsurance for each office visit. A co-pay is a set amount that is applied toward your charges for an individual date of service. Coinsurance is a percentage of the daily billed charges that the insurance company has deemed the patient is responsible for. This varies by company and plan. You may also have a deductable, which is often associated with outpatient services, not office appointments. These payments are typically applied against your deductable, accumulating over the course of a one-year period that begins at the start of every calendar year. It’s our policy to collect all co-pays in full at the time of your check-in for each office visit. Additionally, some home care supplies will be required and your insurance company may or may not cover the cost of these supplies.

Account Balances: Occasionally your insurance will not cover the entire amount of a service rendered. In these cases you are responsible for paying the remainder of the billed amount as well as making payments to your account with each office visit.

In short, you are responsible for any costs not covered by your insurance, including co-pays, deductibles, home care products and some medications.

Getting Help

There are places for you to turn for financial help. Following are just a few of the programs that are available:

  • Social Security Disability if your illness prevents you from working for one year or longer.  Discuss this with your physician, then contact your local Social Security office or call (800) 772-1213 for more information.
  • The Patient Advocate Foundation a non-profit group that provides information for assistance with insurance, medical bills, employment and financial matters.  You can contact them at (800) 532-5274 or www.patientadvocate.org .
  • Leukemia and Lymphoma Society has limited help with reimbursement of travel.  For those with insurance they offer a co-pay assistance program for medical treatment.  Please contact them for more information at (877) 557-2672 or www.LLS.org.

Our social worker is available to help you contact the appropriate organizations so that you can learn more about your options.

If you have any questions about your financial responsibility or payment of your charges to our center, please do not hesitate in contacting our office (407) 303-2070.  

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Support & Resources

Having a bone marrow or stem cell transplant can affect you and your family many ways, including physically, emotionally, economically and vocationally. The staff of the Florida Hospital Cancer Institute is with you every step of the way, providing you and your family with personalized guidance and compassionate care, helping you work through these issues so that you can cope with the realities of your condition and what it will take to overcome it.

We have an entire team at your disposal to help you maintain and improve your physical, emotional and spiritual wellbeing as you deal with this chapter of your life. This includes psychologists, psychiatrists, child life specialists, social workers, clergy and a lodging coordinator. Patients and family members are encouraged to meet with a psychologist and social worker to develop a workable support plan for every step in this journey.

Following are some of the key members of your support team:

Primary caregiver: One of the most important people in your support system is your primary caregiver. This is the person who will be with you 24 hours a day after your discharge. This is usually a single person, though a team approach can also work in certain situations. Your caregiver is responsible for providing the necessary transportation to and from your appointments, monitoring your temperature and letting your physician know if there is a change in your condition. They will also need to flush your trifusion line and change the dressings regularly. These skills will be taught to you and your caregiver when you are discharged from the hospital. It’s very important that your primary caregiver(s) are committed to the entire process and are dependable. Both you and your caregiver will be asked to sign an agreement that describes your respective roles and responsibilities.

Chapel and pastoral care: At FHCI we treat the whole person, physically, emotionally and spiritually. Many of our patients find comfort in their spiritual beliefs, particularly when they are facing a difficult challenge. Our pastoral care team works closely with local churches to provide the pastoral and spiritual support our patients need. No matter what your faith or denomination, our team will be happy to arrange a visit while you are a patient in our BMT unit or recovering at home.

Our chapel is located on the first floor near the lobby and is open 24 hours a day, seven days a week for prayer and meditation. If you’d like more information about our spiritual support services call our chaplain at (407) 303-1553. The chaplain who works closest with our BMT patients is Neisha Steinke.

Social work: The Florida Hospital Cancer Institute provides this level of support to all our patients, free of charge, whether you’re a patient or outpatient, awaiting your diagnosis, undergoing a transplant or have had your transplant and are recovering. These services are designed to help you with the practical and emotional challenges of a bone marrow or stem cell transplant.

  • Individual and group counseling. Get support and education to deal with anxiety or depression during the period of illness adjustment, for both patient and caregiver
  • Stress management information.
  • Home health care, hospice or other in-home care support referrals.
  • Information about advanced directives; living wills; health care power of attorney
  • Assistance in obtaining medical equipment and supplies.
  • Assistance in accessing funding from support organizations (financial disability information, medication assistance programs, as well as income interpretation issues).
  • Lodging referrals during the treatment portion of post-transplant clinic protocols.
  • Transportation information.
  • Resources for wigs, prosthetic devices from Eden Spa.
  • Referrals to community mental health professional for long term care follow-up.

Outside Resources

There are many other resources available to our patients. Following are some of the groups we partner with to help our patients before, during and after their transplant.

Emotional Support:

Financial Assistance:

Other resources:

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Schedule an Appointment

Contact one of our Cancer Care Coordinators to schedule an appointment at FHCI. You can call a coordinator at (407) 303-1700 between 8 a.m. and 4 p.m. (Eastern Time) Monday through Friday. Or fill out our online assistance form and one of our coordinators will get back to you within one business day.

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