The Health Protection Agency has been overseeing the launch of nine regional Flu Response Centres to deal with the swine flu pandemic.
Using mainly HPA staff, the centres have dealt with thousands of calls from health professionals and managed all aspects of containment, from swabbing to treatment and contact tracing.
The East Midlands Flu Response Centre is supported by HPA public health consultant, Dr Philip Monk, who detailed his experiences in a unique audio diary for Radio Four over a week, beginning with the region's first significant outbreak, among students at Nottingham University on 21 June.
His team works taking swabs, dispensing anti-virals and - most importantly in the early days - buying crucial time for the NHS to adapt plans drawn up for bird flu.
But by 25 June staff were finding it hard to cope.
Dr Monk said: "We haven't got enough phone lines, we've only got 15 incoming numbers and we're getting irate people because they've had to wait a long time to get through.
"And we're getting tired and getting stressed, so it's all getting a bit tetchy and a bit irritable and there's no let-up in this."
Could do better
Professor Nigel Lightfoot, chief advisor at the HPA and head of the Pandemic Influenza Programme, has admitted to the BBC that more could have been done to properly resource the nine local response centres.
He said: "In some areas our flu response centres worked well but in others perhaps we should have moved faster in the staff, the resources, that were put in there and that is one thing we would do differently - just put more staff in.
"Lessons are being collected from the operation of the flu response centres and will be implemented if we ever have to do it again."
The phone lines are manned 12 hours a day, seven days a week but Professor Lightfoot says problems have also occurred because so many people used lines intended for health care professionals.
He said HPA representatives should have been dispatched overseas as soon as the new strain of virus was identified.
"We probably should have sent more people earlier to Mexico, sent some people to the US, to learn what was happening and we will be sending someone to Australia because Australia is in the winter season so they're experiencing what we might experience come October."
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