Extra Role Behaviour of the Apparatus in the Efforts to provide Better Service to the Elderly : a Study of the Innovation of "Santun Lansia" Program in Indonesia

To provide excellent health services for elderly, the Ministry of Health of the Republic of Indonesia launched service innovations at the community health center called "Santun Lansia". " Santun Lansia " is a promotive, preventive, curative, and rehabilitative service for the elderly with the concept of "one stop service". The uniqueness of this service is in its focus on politeness, that is, serving the elderly with a smile, friendly, and respects them as parents. This study aims to see how the application of the innovation "Santun Lansia" and how the apparatus performs extra roles in carrying out their duties. This research uses descriptive qualitative method. This study was conducted in six community health center in metropolitan, medium and small cities. This research finds that the innovation of "Santun Lansia" consists of innovation service processes, service products, service methods, service systems, and service policies. This research also shows that in performing their duties, the community health center apparatus must carry out extra-roles. This research concludes that both apparatus from the metropolitan, medium, and small city of the community health center must carry out the same extra role including aspects of altruism, civic virtue, conscientiousness, courtesy and sportsmanship