After having a baby in Special Care, which I assume he is in, I can say that they are not doing the best they can. She should be expressing EVERY 3 HOURS, regardless of whether he has formula or not. She needs to ask questions. Lots and lots of questions. She can't be left with "I don't knows", its HER child and she deserves to know everything. They can't hold information from her.
Gah, things like that make me mad. I know how hard Special Care is.