Dear Lisa, actually I'm not surprised that there were no pumps in the NICU
or pump rentals not available.  When I surveyed at the start of our
program, many chicago area hospitals used drug stores for pump rental
locations.
Please encourage the mom to write to the NICU manager expressing her
concerns. Hospitals need input and feedback, but to the right person.  If
it was miscommunication, then the manager also needs to know that available
services are not known by employees.
As a concerned community member I would also send her the names of
resources for reference.  Patient representatives and social workers are
also good contact people.
Even at hosptials with LCs sometimes patients fall thru the  cracks, due to
schedules and other problems.  Sad but true. I have had moms who babies are
transfered, sent home without a pump or resources because they leave the
hospital soon after birth.
Public education and empowerment are some of our most important jobs as
breastfeeding educators.
Liz Spannraft IBCLC