Reacting to the video call with Sarah, I think I would be supportive as she obviously is in emotional distress. I would ensure her that Theo is stable and no concerns but is being actively monitored, which would explain the background noises. Regarding other babies, I would not disclose any information, I would reassure her that it is common for babies to be admitted without the parents being able to visit. And even though it’s frustrating, it is perfectly normal, I would inform Sarah that she needs to seek analgesia from the staff nurse in charge of her care and arrange another video call with Theo as soon as possible.