Welcome to the forum Freeandclear. I also knew some really kind people in the organisation. People who fed me when I was pioneering and one lovely family who put me up in their house for weeks when I left home while I was looking for a place to rent and a job. That sister was always the first one to visit someone who was ill too.
I think you don't find out what it's really like until you get on the 'inside'. I read your bio thread and you were in and out for years I think. My husband only lasted four years after becoming an elder. He went along to elders meetings and expected them to be arranging shepherding calls and talking about ways to help the brothers. We were naive too! Instead they were fighting one another for power and gossiping about the congregation. If someone had mental health problems they were rubbish and were a waste of time, not worth a visit.
We thought it was that particular congregation so we moved to another one. My husband continued as an elder while we waited for his letter of recommendation from the previous congregation. He had a book study group and gave public talks. Everyone was friendly and welcoming. Then the letter arrived. They didn't recommend him. They didn't say anything bad about him, there was nothing to say! They just said one or two brothers have said they don't find him as caring as he used to be. Pot, kettle, black! We did both get depressed before we left the old congregation and decided to care more for each other. But that was just nonsense saying that he didn't care.
What did our lovely friendly congregation do? They took the group off my husband because he didn't get appointed and people started cutting us dead at the Kingdom Hall. We'd done nothing wrong and there we were, shunned before we even left! My husband contacted our old congregation for some feedback which you are allowed to do. It turns out a particular elder, his former pioneer partner had been the force behind the negativity, someone he considered his best friend! After that we soon found Crisis of Conscience and realised it wasn't a local problem at all.
So you see you really have to be involved to find out about all the power struggles. On a day to day level you don't get to know this.