Intro -- Preface -- Acknowledgements -- List of contributors -- 1 Poison centres: their role in the prevention and management of poisoning -- 2 Poisons information centres -- 3 Clinical services for the management of poisoning -- 4  Analytical toxicology and other laboratory services -- 5 Toxicovigilance and prevention of poisoning -- 6 Role of poison centres in the public health management of chemical incidents and emergencies -- 7 Antidotes and antivenoms -- 8 Poison centres: data collection and databases -- 9 Toxicological information sources -- 10 Poison centre staff training and quality assurance -- 11 Potential sources of  funding for poison  centre activities -- Annex 1. Summary of studies of the economic impact of poison centres -- Annex 2. Resources on toxicology and general medicine -- Annex 3. Information to be documented in an enquiry record -- Annex 4. Examples of toxicovigilance systems -- Annex 5. Antidotes and other agents used in the management of poisoning listed in the WHO Model List of Essential Medicines -- Annex 6. Suggested content of a poison centre annual report -- Annex 7. Example of an operating procedure for answering poisons information enquiries -- Annex 8. Example of a form for assessing handling of calls by a specialist in poisons information -- Annex 9. Example of a user satisfaction questionnaire.