Staff at the counter seem to be in their own world...

Staff at the counter seem to be in their own world. No eye contact. No smiles. Not very friendly. They are the first faces you see coming into the building, they should be welcoming and instead set a bad tone for the rest of the visit.
Came here with my girlfriend, to see a nurse for a quick tb check, and were told to wait after an already fifteen minutes at the counter. 50 minutes later, after watching multiple patients come and go, we were told it was because of the new system that they had not come out to get us. Instead of owning up to simply forgetting we were there for over an hour.. Sitting in the chairs RIGHT in front of the counters.
After asking a second time how much longer a wait it would be, we were finally called in. Took two minutes, and we were out.
You should not have to wait an hour for a two minute visit with a nurse. No excuse. New system or not. If the staff was more attentive and looked up from their computers every five minutes they would have noticed us sitting ten feet away.
No wonder your reviews are so terrible.
Instead of a new computer system you should work on implementing a better system for running your office.