Patients and families may suffer from non-physical harm during interactions with the health care system, leading to emotional, psychological, socio-behavioral, and financial impacts. This dissertation explored how a multi-hospital health system recognized and addressed non-physical harm within the context of organizational culture. In this mixed-methods study, an improvement-oriented framework was applied to patient/family-generated complaints and grievances; regression analyses assessed associations and variations between patient experiences of respect and staff perceptions of safety culture; and interviews with nurses, physicians, and executives were conducted to explore if and how the organization recognized non-physical harm as a priority. Recommendations across different key groups were presented.